Our client is the leading e-commerce marketplace in Cyprus and they are looking for a Customer Service Advisor to join their team based in Limassol.
The Customer Service Advisor is responsible for ensuring the overall success of the company’s services. Working closely with customers, you will provide ongoing support, advice and day-to-day management of all requests, aligned to customers’ business objectives. You will need to understand the services offered, offer impeccable levels of service and build and maintain customer relationships, to become a trusted advisor. Additionally, you will assist customers with technical problems, resolving customer queries, recommending solutions and guiding service users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn a clients’ trust. Ultimately, you will help establish the company’s reputation that offers excellent customer support during all sales and after-sales procedures.
The ideal candidate will have customer support and sales experience and have a proven track record of meeting and exceeding program goals and revenue targets.
Responsibilities:
- Respond to customer queries in a timely and accurate way, via phone, email or chat
- Provide up-selling, cross-selling and account retention services as needed
- Promote new offers and services to customers
- Identify customers' needs and help customers use specific features
- Monitor customer complaints on social media and reach out to provide assistance
- Share feature requests and effective workarounds with team members
- Inform customers about new features and functionalities
- Go the “extra mile” to meet targets
- Ensure any customer issues are resolved quickly
- Respect customers' scarce time and provide clear and direct clarifications to their queries
- Able to handle multiple screens and get information from various sources quickly
- Have a strong relationship with the sales team in order to identify opportunities for growth within each account, to reduce churn and drive revenue
- Multitasking and critical thinking are required in order to prioritise and handle both incoming and outgoing contact
- Strong understanding of customer expectations with a focus on quality driven support
- Be a great team player and continuously work to achieve team targets
Requirements:
- Proven experience in customer service role
- Experience in a sales advisor role will be considered as an advantage
- Familiarity with e-commerce industry is a plus
- Greek language as a native and fluency in English is mandatory
- Experience using help desk software and remote support tools
- Understanding of how CRM systems work
- Back office experience
- Capacity in disputes handling
- Open in receiving feedback and taking it into account
- Adaptability in new projects and assignments
- Excellent communication and problem-solving skills
- Multi-tasking abilities
- Patience when handling tough cases
- Able to balance a customer-oriented and a results-driven approach
- Patient and comfortable dealing with complaints
- Professionalism and outgoing personality
- Great interpersonal skills
- Outstanding organisational abilities
Benefits:
- Remote Work
- 21 days holidays
- Technical equipment
- Ongoing training
To apply:
Please send your CV to StaffMatters at admin@smstaffmatters.com and mention that you are applying for the vacancy of Customer Service Advisor with reference number 1130.
Or you can apply directly through your candidate login by hitting the APPLY button.
