Customer Support

Role: German-speaking Agent
Language: German English
Location: Athens Greece
Working Hours: Rotating shifts between 08:00 and 00:00 Monday to Friday with occasional weekend shifts
Gross Salary: 1300 gross per month
Work Model: On-site
Eligibility: EU Citizen or Valid Residency in Greece

Role:
As an Agent you will be a key point of contact for customers of Salt a leading Swiss telecommunications this engaging role you will be at the forefront of customer interaction delivering exceptional service and driving sales. Youll handle a diverse range of customer needs from providing technical support for Salt Home services and resolving billing inquiries to proactively engaging customers for contract renewals and promoting new offerings. This position offers the opportunity to work across various customer touch points ensuring a premium experience and contributing to customer satisfaction and loyalty.

Responsibilities:
- Provide comprehensive customer service and technical support for telecommunication products and services addressing inquiries related to internet TV network data roaming account access and billing.
- Efficiently manage inbound and outbound customer interactions via phone and email ensuring a professional and helpful approach.
- Proactively identify and pursue opportunities for cross-selling and upselling additional services contract renewals and new offers to existing and potential customers.
- Engage with customers considering contract cancellations aiming to understand their reasons and offer compelling solutions to retain their business.
- Maintain a high level of customer satisfaction by resolving issues effectively providing accurate information and ensuring a positive customer journey.

Requirements:
- Fluent German (C1 level or native proficiency) to effectively communicate with customers.
- Proficient English (B2 level) for internal communication and training.
- Previous experience in customer support technical support or sales roles is highly valued.
- Excellent oral communication skills with the ability to explain complex information clearly and empathetically.
- Good PC knowledge and familiarity with mobile devices.
- A customer-centric mindset with a proactive approach to problem-solving and sales.

Additional Information:
- This is an 8-month contract opportunity with potential for extension.
- Earn a sales bonus of up to 900 EUR gross quarterly based on KPI target achievement.
- Benefit from a productivity bonus of up to 240 EUR subject to target achievement.
- Receive a transportation bonus of up to 100 EUR per month proportional to days worked on-site after training.
- Your performance will be measured by key metrics such as First Call Resolution (FCR) Customer Satisfaction (CSAT) and sales results.
- Youll receive comprehensive training including a 1-2 week nesting period to ensure youre fully equipped for success.
- Work within a supportive team environment serving the Swiss market.