DRM Call Center Agent

Job Mission

The DRM Call Center Agent serves customers by answering inquiries, resolving complaints, and addressing issues related to products and services.

Main Responsibilities

• Handles inbound and outbound calls with clients to understand and resolve their needs, complaints, or issues, ensuring they feel supported and valued.
• Strives to meet or exceed call center performance metrics while delivering consistent and high-quality customer service, using systems, databases, scripts, and tools effectively.
• Maintains and updates customer records; handles administrative tasks such as filing, mailing, and correspondence.
• Follows internal procedures and complies with relevant policies, including Internal Controls and applicable Compliance regulations.
• Uses customer feedback to improve service delivery and support continuous improvement.
• Conducts follow-up calls to generate interest in the company’s products or services.

Requirements

Education, Experience and Technical Skills

• Holds a Bachelor’s Degree in any business-related field (considered an asset).
• Demonstrates proven working experience in the Customer Care sector.
• Communicates clearly in both Greek and English, verbally and in writing.
• Shows computer literacy and proficiency with MS Office applications.

Competencies

• Communicates effectively at all levels with strong interpersonal skills.
• Listens actively and demonstrates patience and empathy.
• Manages time effectively and stays well organized.
• Approaches challenges with a problem-solving mindset.
• Focuses on delivering a high standard of service to both internal and external customers.