Inbound Call Center Coordinator - Maternity Cover
Cardlink S.A., Greece

(Maternity Cover - 6 months fixed-term contract)

• Accountable for the overall Customer’s Call-Center Experience
• Coordinates Outsourcing Call Centers operation in day to day operation
• Facilitates the Customer Experience alignment of Outsourcing Call Centers staff
• Accountable for Call Centers’ Metrics amp; SLA assurance
• Provides Customer solutions and guidance to Customer issues derived from Call Centers inquiries
• Prepares Call Center’s performance reports and forecasts
• Controls and validates Call Centers invoices
• Ensures Call Centers’ adherence to Company’s Customer values and Operational processes
• Coordinates Call Centers IVR system configuration
• Keeps Management informed on Customer issues and problems
• Coordinates internal resources and third parties/vendors for the Customer’s Call Service flawless operation
• Assists Call Centers as second level support
• Accountable for Call Centers resources provisioning
• Accountable for Call Centers Customer Quality service delivery
• Champions Customer improvements initiatives

Requirements

• Bachelor’s degree in Business Administration or relevant field
  
• Experience: 2+ years of background in related positions
• Strong Customer- Centric Skills
• Strong communication skills
• Strong conflict resolution skills
• Ability to work in a team environment and to liaise effectively with other professionals
• Ability to manage multiple tasks, prioritize them and pay attention to detail
• Proficiency in English and Microsoft office
• Strong self-motivational skills
• Problem-Solving skills
• Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
• Creative thinking, to be able to come up with new ideas to improve customer care standards
• Organizational and planning skills to develop customer care policies

Our commitment to hiring the best talent in the industry and helping them thrive professionally is stronger than ever. In these unprecedented times, the health of our employees and candidates is a top priority. Therefore we will be conducting our hiring process virtually by conducting interviews via phone or video until further notice. We will provide candidates (selected for interviews) with all the required instructions. Thank you for your interest in Cardlink.

Job Rewards and Benefits