Phoenix Engineering – Customer Support Agent
(Athens)
Phoenix Engineering Group is the leader in the field of broadband technologies and Infrastructure. With strong portfolio of projects in Germany, Greece and the Netherlands, started in 2020 and keep growing day by day. Our experienced team of Telecommunication Industry experts provide fiber optic deployment, planning & documentation, construction permits, quality assurance and project management services.
We are looking for a highly motivated individual to join us as a Customer Support Agent for our ongoing projects in Germany (based in Athens). In this job you will have to communicate daily with subscribers of our clients (telecommunication providers), be the “link person” between them and contribute to the smooth implementation of the projects.
You will be responsible to:
- Handle inbound/outbound calls to clients and subscribers of telecommunications providers to set up appointments and provide accurate, satisfactory answers to their queries and concerns in a timely manner
- Identify customers’ needs, clarifies information, researches every issue and provides solutions
- De-escalate situations resolving queries and complaints of dissatisfied customers, offering patient assistance and support
- Identify escalating priority issues and reports to the high-level management
- Follow up customer calls where required
- Record data accurately, enters the appointments in the system
- Process orders, forms, and application
- Meet daily qualitative and quantitative targets and achieves all objectives for service, productivity, and quality
Qualifications:
- Very good command of the German language (at leastB2)
- Good command of English language
- Literate in Ms Office
- Excellent communication skills (including verbal and written)
- Advanced organizational skills
- Goal oriented, ability to reach everyday targets
- Customer focus and adaptability to different personality types
- Ability to handle stressful situations
- Ability to multi-task, set priorities and manage time effectively
- Professionalism and attention to detail
- Fully committed to providing the highest level of customer service
Ideally, you ’ll also have:
- Previous working experience in the telecommunications industry
What we offer:
- Competitive remuneration package
- Catered lunch benefit
- Private Health Insurance
- Opportunities to develop new skills and progress your career
