Customer Service Agent – Retail Customer Telephony Service

H Mediatel S.A has been active in the telecommunications services sector since 1995 and holds a leading position by providing integrated telephony service solutions. Our people and our team spirit of cooperation are the core elements that add value to our services and our image, placing the human-centric character as the most important feature of the company.

As part of its staff reinforcement, our company wishes to integrate Telephone Representatives (FCR Agents) into its dynamic team on behalf of one of the largest retail companies. The role constitutes the customer's first point of contact with the company, with the primary goal of understanding their needs, accurately recording their request, providing valid information and, where possible, resolving the issue upon the first communication (First Contact Resolution).

Main Responsibilities:

• Management of incoming calls with professionalism, politeness, and empathy
• Active listening and investigation of customer needs through targeted questions
• Recording of details and the request in the corporate information systems with accuracy and completeness
• Creation and management of requests (back office), according to the prescribed procedures
• Management of requests concerning: product deliveries (Delivery), financing programs and loans, insurance coverage programs for damages (total support) and general customer service issues
• Providing correct, clear, and complete information regarding procedures, service times, and next steps
• Identification of cases that require escalation and forwarding of the request to the competent team, where required
• Management of technical requests and faults, following the necessary training and certification
• Adherence to procedures, company policies, and quality standards, ensuring the protection of customers' personal data

Required Qualifications:

• Ability for active listening and effective communication
• Customer-centric approach and a high level of empathy
• Ability to correctly manage complaints and difficult incidents
• Attention to detail and accuracy in recording information
• Ability to multitask
• Proficiency in the use of information systems and CRM applications
• Professional proficiency in English
• Ability to work on a rotating shift schedule (Mon-Sun)

Benefits:

• Full-time employment
• Competitive compensation package with an indicative salary range of 920€ – 1.196€ gross/month + 150€ ticket (applies to full-time position), depending on experience
• Indefinite term contracts
• Rewarding with bonuses based on goal achievement
• Consistency in payments
• Opportunities for salary and professional growth
• Continuous training
• A comfortable and modern working environment
• Extra benefits and participation in company reward campaigns
• Easy access to the company (near PANORMOU metro)

Absolute confidentiality will be maintained for all CVs.