Call Center Agent
On behalf of a client, a well-established company in Nicosia – experts in payment systems, we are currently seeking to recruit a dynamic individual to fulfil the role of a Call Center Agent for its Customer Contact and Support Department based in Nicosia.

Objective
The ideal candidate should be a strong team player and a quick learner and be able to deliver a superior customer experience in a fast-paced, demanding and highly regulated environment. The Call Center Agent will ensure timely and accurate resolution to customer inquiries and issues in accordance with the organization's service standards. As the voice of our company, the Call Center Agent must possess excellent communication and interpersonal skills, as well as be enthusiastic about helping customers and driving their satisfaction.

Position’s Duties and Responsibilities

Respond to incoming contacts in an efficient, timely and professional manner
Adhere to company’s policies and procedures when interacting with customers
Stay up to date regarding company’s products, services and policies
Identify customer needs, research issues, resolve complaints, and provide solutions
Maintain accurate customer records in Customer Relationship Management (CRM) system and complete call logs and reports
Follow-up complicated customer calls where required
Escalate priority issues to management, when the need arises
Route customer’s inquiries to the appropriate department if the issue cannot be resolved on the first point of contact
Obtain and evaluate all relevant data to handle complaints and inquiries
Recommend improvements for systems and processes to boost organizational efficiency
Build positive relationships by going above and beyond with customer service, ensuring that all questions and issues are handled appropriately

Position’s Requirements

Secondary education. Tertiary education (bachelor’s degree preferably in computer science) will be considered a plus
Experience in a call center environment will be considered an additional qualification
Excellent customer service skills to ensure that customers receive satisfactory service
Superior listening, verbal and written communication skills
Strong analytical and problem-solving skills to identify issues and determine the most effective solutions
Good command of both Greek and English language
Ability to work under pressure in a fast-paced work environment
Ability to work with multiple technology platforms and systems
Stamina to handle high volumes of calls and consistently provide excellent service
Ability to remain calm and polite when dealing with unsatisfied customers
Willingness to work on shifts (incl. night shifts) , weekends and public holidays

Employer’s Details
24-hour shift system/ 3 shifts:

Morning
Afternoon

Call Center Agent, Nicosia – CCA/02/25