Customer Care Specialist - Complaints & 2nd Level - Full-time

One Group | One Energy 
 
We are Enerwave, member of HELLENiQ ENERGY and a leader in providing outstanding and innovative energy solutions. We operate with passion, being engaged in heart and mind to what we do, and we pride ourselves on offering our employees a place where they can excel, creating value. We are offering now a set of exciting positions in our headquarters in Athens, across multiple departments and areas of expertise. 

We are currently looking for a Complaints Specialist to handle incoming written complaints received via email, letter, social media & Authorities and ensure that customers receive a reply for their complaint ensuring great customer experience, based on the department's policies. The role also acts as liaison with all company’s departments so as to provide an accurate reply and a solution customers' complaints.

What will you do:

• Handle requests received by the company through the MYRAAEY / Enomos platform.
• Handle 2nd level incoming complaints & feedback received via contact channels (i.e. E-mail, fax, social media), in accordance to the existing regulations, department's policies, replies to customers and updates system with all the relevant details.
• Conduct investigation to gather information from all relevant parties regarding complaints received by Authorities and other Governing Bodies and provide to the Legal department detailed analysis for the customer complaints.
• Collaborate with other sections of the Commercial Division to provide feedback and solutions to the customer’s complaint.

What you need to be successful:

• A bachelor degree from a higher educational or technological institute
• 2 years of relevant working experience
• Excellent command of the english language
• Advanced knowledge of MS Office
• Excellent analytical thinking and procedures oriented
• Conflict management and resolution/negotiation skills
• Excellent written and verbal communication skills
• Excellent communication & interpersonal skills

Our offer to you:

• Competitive salary
• Performance-based variable pay 💰
• Ticket restaurant card 💳
• Transportation reimbursement ⛽
• Private Health Insurance coverage 🩺
• Pension Scheme
• Home electricity and natural gas discount ⚡
• Continuous learning & upskilling opportunities and access to our premium online training platform 📚
• Reimbursement for your athletic activities 🥈
• Wellness initiatives & benefits at the office

Enerwave will keep your personal information for a period of 2 years from the submission date, after which we will delete your personal data. Enerwave has the right to transfer your personal information to third parties to whom it has assigned services, which require the collection and processing of such personal data for candidate evaluation in the process of personnel selection.

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