Assistant, E-Commerce Customer Relations

We are looking to recruit a Customer Service Relations Assistant to join our E Commerce team.

The e commerce customer service relations assistant continuously aims to achieve outstanding customer service. Will be the first point of contact for online customer queries to be managed via email and phone. Will deliver proactive customer service and feedback within promised response time.

What You Will Need To Deliver

• Be the first point of contact to handle communications via email and calls delivering proactive customer service and feedback to inquiries within promised response times You handle and resolve inquiries in a professional manner following established policies
• Ensure our customers always receive exceptional support
• Communicate pro-actively with customers and other stakeholders
• Process customer requests in a timely manner using available tools
• Ensure that requests are handled in accordance with the company's policies, processes and procedures.
• Respond to pricing and product requests , order status, tracking inquiries and cancellations
• Provide promotion support, being knowledgeable about current offers, terms and conditions
• Handle account and billing issues, along with order troubleshooting and returns, based on policy provided
• Assist customers on arranging returns, if needed
• Gather customer feedback and forwarding it to relevant units
• Handle complaints and makes sure the customer is always satisfied with the outcome by going above and beyond
• Interact with other areas of the business e.g. retail , merchandising, sales
• Provide ad hoc administrative support for e-comm department
• Provide ad hoc support to e comm operational activities

Technical And Job-related Competence Requirements

• At least 2 years experiece in a similar customer relations role ( or at least 1 year experience as a Sales Associate at Pandora)
• Excellent knowledge of Greek language
• Good knowledge of English language
• IT literate (Ms Office)
• Experience with an e-commerce platform or a CRM/ticketing system — Salesforce in particular — is a plus
• A University degree in Business administration , PR or similar will be considered a plus

Key Competence Requirements

• Excellent communication skills with the ability to use positive language (written and verbal )
• Be empathetic and patient towards our customers as well as a quick problem-solver
• Strong organisational skills with attention to detail
• Ability to multitask in a fast paced environment
• Flexible team player with the ability to deal with tasks independently.
• Resilient against stress and great teamworking skills
• Reliable and a strong Can-Do-Attitude