Customer Care Agent - Marketplace (CCA 0923)

At Skroutz, we have one simple yet powerful mission/vision: we aim to amaze. And this vision has been hardcoded into our DNA since day one. Back when we started our journey in 2005 as a price comparison engine, we created an innovative shopping tool for our users and shaped the future of e-commerce in Greece.

Today as the biggest marketplace in Greece, we continue to believe that happy customers equal happy merchants and it’s our job to understand and anticipate their needs and offer them an unparalleled, doubt-free experience. And to do so, we are always searching for new ways to make them say “wow”: Skroutz Plus (our first subscription-based service), Skroutz Last Mile (our parcel distribution company) and Skroutz Point (the first network of smart lockers in Greece) to name a few!

To create amazing experiences, we need amazing people! People that share the same passion and enthusiasm for eCommerce and technology as we do.

Sounds like you?

#AimToAmaze

How will you contribute to Skroutz vision

We are looking for a Customer Care Agent to join our Marketplace team. Our inhouse Customer Care team operates 6/7 (8 hours/shift on rotation, night shifts excluded), in order to timely support customers with issues they might face while using Skroutz Cart.

Our main goal is to build trust and provide exceptional service to our customers throughout the user journey by answering their questions, resolving problems, and addressing concerns, always striving to deliver the best possible solution.

As a member of the 2nd Tier Customer Care, you will handle escalations and more complex user inquiries. This may include liaising with partner shipping companies, merchants, and other stakeholders to ensure our customers receive the highest level of service and support.

What you will be doing

• Assist customers with order deliveries, returns, and any other post-order questions they may have
• Ensure high levels of customer satisfaction by offering personalized responses to the customers, paying attention to their specific needs and preferences and focusing on the solution.
• Creatively address any issues or problems customers may have with their purchases, being proactive wherever possible
• Work on back-office tasks related to Marketplace post-order and after-sales processes
• Communicate with partners and courier companies in a professional and respectful manner
• Provide feedback on customer pain points to help improve our services

Requirements

• Minimum 2 years of proven work experience in a customer support role, preferably in eCommerce environment
• Bachelor’s degree
• Familiarity with CRM systems, helpdesks and practices. Knowledge of Zendesk is considered a plus

• A customer-centric mindset with excellent problem-solving skills, empathy, and the ability to understand others' perspectives
• Strong verbal and written communication skills, with the ability to adapt to different user personalities
• Proficiency in Greek: the role involves regular interactions with Greek-speaking stakeholders, and a strong command of the Greek language is essential to ensure effective communication
• Attention to detail and critical thinking skills
• Strong Interpersonal skills, a collaborative attitude, and a desire to learn new things
• Ability to multitask, prioritize, and manage time effectively
• Ability to adapt to change in a fast-paced, evolving environment

Benefits

What’s it like to work at Skroutz?

• A great opportunity to contribute to the evolution of Skroutz towards becoming one of Europe’s fastest growing Marketplaces
• Being part of an environment that gives employees large goals, autonomy and mentoring, which creates incredible opportunities, both for you and the company
• Competitive full time salary
• Ongoing training and development
• Private Medical plan
• Access to books, online courses and relevant resources
• Hybrid Working
• Extra paid time off
• Free Skroutz Plus subscription

As part of our dedication to the diversity of our workforce, Skroutz is committed to Equal Employment Opportunity without regard to race, color, national origin, ethnicity, gender, disability, sexual orientation or religion.

Disclaimer:

Skroutz collects and processes personal data in accordance with the EU General Data Protection Regulation (GDPR). We are bound to use the information provided within your job application for recruitment purposes only and not to share these with an