Call Center Agent (Remote Working)
Celestino, Greece
Job Description
Celestino, counting decades of successful presence in the fashion industry, offers high quality clothes, accessories, and home items at unbeatable prices. Focusing, mainly on the customer, the company has managed to earn both the love and the loyalty of the Greek market increasing the number of new customers and maintaining the loyal ones. The company’s determination to focus on innovation and ability to constantly develop to adapt to the industry’s shifts, brought the brand to the top of the Greek market, making Celestino (in 2021) #1 Greek fashion e-shop.
With over 50 stores in Greece, a mission that focuses on customers’ satisfaction and an impressive web presence, and values that concentrate on the highest professional standards and a healthy working environment, Celestino manages to perfectly combine the modern and approachable image of high street fashion brands with the quality of luxury ones.
About the role
We are looking for a Call Center Agent, that will join our remote Customer Care team and will be responsible for managing inbound customer service calls, order processing, back office tasks, and enhancing customer satisfaction, while strengthening the company's relationship with e-shop customers.
Responsibilities
- Manage inbound and outbound customer service calls, addressing customer inquiries, concerns, and requests with a friendly and empathetic approach. Strive to ensure each customer interaction results in a positive and satisfactory experience.
- Efficiently handle Softone ERP for processing customer orders using Softone, ensuring accuracy and timely execution of orders.
- Collaborate with the back office team, contributing to administrative tasks and supporting the smooth operation of the department.
- Set and strive to achieve personal and team targets related to customer satisfaction, order processing, and other performance metrics.
- Collaborate with team members to enhance overall efficiency and productivity.
- Develop a comprehensive understanding of our fashion products, including clothing lines, accessories, sizes, and features, to provide accurate information and product recommendations to customers.
- Demonstrate effective problem-solving skills, resolving customer issues promptly and professionally. Escalate complex problems to the appropriate department or supervisor when needed, ensuring timely resolutions.
- Utilize sales techniques to identify opportunities for upselling and cross-selling complementary products, thereby increasing the average order value and overall sales performance.
- Follow established guidelines, procedures, and protocols to maintain consistency in customer service and comply with company policies and regulations.
Requirements
- High school diploma. Bachelor's degree in business administration, communications, or related fields will be considered a plus.
- Previous work experience in a call center or customer service role is advantageous.
- Proficiency in Microsoft Office Suite.
- Familiarity with using CRM and ERP software (e.g. Softone) will be considered a plus.
- English language expertise.
- Excellent communication and interpersonal skills to effectively interact with team members and customers.
- Strong organizational abilities, capable of multitasking and prioritizing tasks effectively.
- A passion for fashion and a good understanding of the latest trends in the industry.
- Flexibility to adapt to changing business needs and work in a fast-paced environment.
Benefits
- Competitive salary.
- Private Health Insurance program.
- Ticket restaurant card.
- Employee discount on Celestino products.
- Remote work.