Senior Customer Support & Knowledge Specialist
New
M
metabookE-commerce, Marketplace
100% remote εργασία από οπουδήποτε στην Ελλάδα.Full-TimeSenior
Salary not disclosed
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Job Details
- Languages
- Άριστα ελληνικά (γραπτά και προφορικά), Καλή γνώση αγγλικών (γραπτά)
- Experience
- 7+ χρόνια εμπειρίας σε customer support
- Required Skills
- ZendeskCustomer support
Requirements
- 7+ years of experience in customer support, ideally within an e-commerce or marketplace environment.
- Strong ability to handle complex and difficult customer situations with de-escalation skills.
- Proven decision-making autonomy and ability to document reasoning for actions taken.
- Demonstrated ability to create documentation, playbooks, and guides for team operations.
- Practical, professional experience with AI tools (e.g., ChatGPT, Claude) with an understanding of prompting and limitations.
- Ability to train team members on the effective use of AI tools.
- Advanced computer and internet literacy skills.
- Fluency in Greek (written and spoken) and good proficiency in English (written).
- Availability of a private home office space with a high-quality internet connection.
- Must reside in Greece.
- Completion of military service obligations (for male candidates).
Responsibilities
- Manage daily complex customer tickets, including disputes, returns, and escalations.
- Act as a mentor to the customer support team, providing guidance and constructive feedback.
- Create and maintain operational playbooks and help center documentation to guide team processes.
- Develop and execute strategies for dispute resolution and de-escalation techniques.
- Utilize AI tools for task automation, data analysis, ticket history summarization, and process improvement.
- Identify recurring customer issues and collaborate with product development to implement platform improvements.
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