Customer Support Agent (CSA 0925)

At Skroutz, our mission is simple: we aim to amaze. From our humble beginnings back in 2005, we 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. 

Our vision is clear: we aspire to simplify shopping, creating a trusted platform where millions discover and fulfill their online shopping needs easily and safely.

Whether you're looking for a new smartphone, restocking your pantry with essentials, seeking the perfect outfit for an upcoming event, or simply hunting for that collectible gaming console, Skroutz is your trusted partner for seamless shopping experiences.

And our ambitions extend far beyond Greece's borders. We're on a trajectory to become one of Europe's fastest-growing Marketplaces, with exciting expansions already underway in Cyprus and the Balkans. Our commitment to customer satisfaction remains paramount, guiding every decision we make.

To achieve our vision, we seek individuals who share our passion for e-commerce and technology. If you're driven by the desire to create extraordinary shopping moments for our users, as well as help sellers all around the world grow their businesses, then we want you on our team.

Join us at Skroutz and be part of a journey that's reshaping the way we shop online. Together, let's turn everyday moments into remarkable experiences.

Ready for the challenge?

#AimToAmaze #Skroutz20

How will you contribute to Skroutz vision

We are looking for a Customer Support Agent to join our team and provide outstanding support to both users and merchants. Our main goal is to build trust and provide exceptional service throughout the entire order journey by answering questions, resolving problems, and addressing concerns, always striving to deliver the best possible solution.

As part of the Customer Care team, you will be responsible for handling user and merchant inquiries, ensuring a seamless experience across our platform. You will work closely with internal teams, courier companies, and other stakeholders to continuously enhance our support services.

Our Customer Care team operates 6 days a week, covering rotating shifts of either 6 hours per day (part-time) or 8 hours per day (full-time), with night shifts excluded. This ensures that customers receive timely support whenever they need it.

The role can be either full-time or part-time, depending on the candidate’s availability.

What you will be doing

• Assist users and merchants with order deliveries, returns, and any other post-order inquiries.
• Provide accessible, instant, and responsive support via email, chat, and phone.
• Support merchants with account setup, order management, and transaction-related concerns.
• Collaborate with shipping partners and courier companies to ensure smooth logistics and timely issue resolution.
• Handle back-office tasks related to Marketplace post-order and after-sales processes.
• Proactively identify and address pain points for both users and merchants to improve their overall experience.
• Communicate effectively with customers, demonstrating empathy, professionalism, and problem-solving skills.
• Offer feedback to internal teams to help optimize our platform, products, and 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
• Thrive in an environment that champions ambitious goals, empowers autonomy, fosters mento