Are you passionate about delivering exceptional customer support and experienced in using ERP systems and customer support tools?
Join our dynamic e-commerce team as a Customer Care & Support Agent and help us provide world-class service across various platforms.
Key Responsibilities
As a Customer Care & Support Agent, you will:
ERP Systems: Use our ERP system (Entersoft EBS) to track and manage orders, process holds, cancellations, and delays, ensuring smooth communication with customers.
CRM Systems: Use our CRM (Xsellco) to handle and resolve customer messages and tickets from platforms like Amazon, eBay etc.
Email and Case Management: Manage incoming emails, including price match requests, reset password queries, support tickets, and B2B collaboration requests.
Monitor Account Health: Regularly review and manage account health on platforms such as Amazon, eBay, and Emag, including performance notifications, A-to-Z claims, and negative feedback.
Customer Interaction: Respond promptly to customer inquiries via email, live chat, and messages across Amazon, eBay, and social media platforms.
Returns and Refunds: Process RMA requests, evaluate reasons for returns, and assist customers with refunds or exchanges.
Shipping Support: Coordinate daily with UPS and DHL, ensuring accurate documentation and tracking for shipments, and resolving shipment delays.
Abandoned Carts and Feedback: Follow up on abandoned cart inquiries and transfer customer requests for further action. Monitor and respond to customer reviews across platforms like Skroytz, Emag, and TrustPilot.
Administrative Tasks: Organize and clean email folders, review PayPal cases, and ensure timely responses to queries.
Requirements
Language Requirements: Proficient in Greek and English
Experience with ERP Systems: Prior experience in handling order and inventory management using ERP software is essential.
Experience with CRM Systems: Strong familiarity with CRM for customer messaging and ticket management is required.
Communication Skills: Excellent written and verbal skills in Greek and English.
Detail-Oriented: Ability to manage multiple tasks while maintaining accuracy and efficiency.
Good to have:
Tech-Savvy: Familiarity with e-commerce platforms like Amazon, eBay, and other marketplaces.
Problem-Solver: Quick thinker with excellent customer resolution skills.
Team Player: Willing to collaborate and support colleagues in a fast-paced environment.
Benefits
Competitive salary package.
Opportunities for professional growth and skill enhancement.
A supportive and inclusive work environment.
