YOUR OBJECTIVES

To structure, organize, and scale customer service operations across all channels, ensuring high-quality service, efficiency, and consistent availability.
To shape the future of customer service by optimizing processes, improving the use of existing tools, and supporting the company’s omnichannel growth and customer experience strategy.

MAIN RESPONSIBILITIES

Oversee day-to-day customer service operations across all channels while actively handling customer requests, ensuring service continuity and availability.
Set priorities, organize workloads, and plan shifts to ensure timely responses and balanced coverage in a small, hands-on team environment.
Build, maintain, and standardize customer service documentation, including customer policies, procedures, FAQs, and operational guidelines.
Review, challenge, and optimize the use of customer service platforms and tools provided by the group, and lead improvement initiatives.
Monitor customer service performance (response times, backlog, resolution rates, customer satisfaction) and define corrective actions when needed.
Lead cross-functional customer service projects aimed at improving efficiency, service quality, and customer experience.
Collaborate closely with eCommerce, Retail, Finance, and other stakeholders to ensure seamless customer journeys and effective issue resolution.
Work closely with the customer service team to align on workflows, priorities, and best practices, setting a clear example through hands-on involvement.
Take ownership of critical customer issues and escalations, coordinating with internal teams to resolve them effectively.
Contribute to the definition and execution of the customer service strategy and the future evolution of the department.

2-3 years of experience in customer service operations, ideally within an omnichannel or retail environment
Strong organizational and cross-functional skills
Provel ability to take initiatives and decide autonomously
Strong communication skills; native Greek and fluent in English