Customer Support Representative

About the Role

Omnitech S.A., an authorised Samsung service center, is looking for a dynamic and adaptable Customer Support & Logistics Specialist to work across four connected areas: Customer Support, Logistics, Front Desk and Data Entry.

This is a hands-on, multi-department role at the heart of our daily operations. You will be the main contact for manufacturers, major retail and telecom partners, and our partner network, while making sure every device that passes through our service center is received, registered, shipped and supported correctly.

Key Responsibilities

Daily Operations Support

• Work across the Customer Support, Logistics, Front Desk and Data Entry areas as daily priorities require.
• Cover for colleagues in any of these positions when needed.
• Follow procedures, systems and partner requirements accurately.

Customer Support & Partner Communication

• Monitor incoming emails and resolve issues promptly.
• Act as the main contact for manufacturers' call centers, major customers (leading electronics retailers and telecom operators) and our partner network.
• Manage cases from manufacturers' call centers.
• Handle service issues and give technical clarifications on device faults, in cooperation with the technical team.
• Manage the company's Viber channel for business communication.
• Respond to and manage Google reviews.

Warranty & Partner Processes

• Manage Samsung RMA cases.
• Manage Samsung DOA cases for telecom partners.
• Manage additional partner devices, such as employee devices from telecom partners.
• Handle live demo cases for telecom partners, including proforma issuance, system updates and coordination with third-party repair centers.

Logistics, Front Desk & Data Entry

• Handle device reception, registration, pick-up and dispatch.
• Resolve issues at the front desk, pick-up and dispatch points.
• Make sure all devices and cases are recorded accurately in SoftOne.
• Support and resolve operational issues related to device reception, registration, pick-up and dispatch, ensuring devices move correctly through each stage of the service process.

Cost & System Management

• Monitor cost inquiries from third-party service providers and coordinate with partner repair centers.
• Update ERP with charge approvals and rejections, and keep the accounting department informed.

Reporting

• Prepare daily shipment and pending-case reports for key retail partners.
• Prepare weekly reports on live demo cases for telecom partners.
• Prepare monthly reports on partner devices for invoicing by the accounting team.
• Prepare monthly reports to Samsung on extended warranty (Softcare) cases.
• Prepare shipment reports for retail partners as needed.

Requirements

A diploma (e.g. IEK or college) or a university degree.

Basic computer skills and good knowledge of MS Office, especially Excel and Outlook.

Fluent Greek and good English.

Απαραίτητα Προσόντα:

Requirements

• A diploma (e.g. IEK or college) or a university degree.
• Basic computer skills and good knowledge of MS Office, especially Excel and Outlook.
• Fluent Greek and good English.

Key Skills We're Looking For

• Fast-paced and quick decision-making: Able to work fast and make the right decisions under pressure.
• Multitasking and problem-solving: Able to handle many different tasks at once and fix problems quickly.
• Great communication and teamwork: A real team player who communicates clearly with everyone, from colleagues to major partners.
• Politeness and strong ethics: Polite, respectful and honest in everyday work.

Considered an Advantage

• Experience at an authorised service center or repair company.
• Knowledge of warranty processes such as RMA and DOA.
• Experience with SoftOne or another ERP system.
• Experience in logistics, front desk or customer support.

Παροχές:

What We Offer

• Salary of €1,000–€1,100 gross per month, depending on experience.
• A full-time, permanent position based in Gerakas, Athens.
• Full training on our systems, partners and service procedures.
• Work with major international brands and leading Greek retail and telecom partners.
• A stable, varied role in a growing company.