Customer Support Agent

As a Customer Support Agent at our company, your main responsibilities include responding to customer inquiries and complaints about qualified certificates for electronic signatures and seals, providing support via phone and email, and ensuring compliance with KYC policies by reviewing identification documents. You will also assist customers with any technical issues related to digital certificates and work collaboratively with other teams to improve customer service processes.

To be a successful Customer Support Agent at our company, you should have a strong command of both Greek and English, excellent communication skills, and an understanding of customer-first service. A basic knowledge of PC operations and Microsoft Office tools is also needed. Any bachelor’s degree is considered a plus, and relevant experience in customer support or KYC compliance will give you a significant advantage.

In your role as a Customer Support Agent, you will actively participate in the KYC process by reviewing customer identification documents. This involves ensuring compliance with regulatory requirements, which is critical for maintaining the integrity of our services and protecting our customers, as well as our company.

Valuable skills for a Customer Support Agent handling digital certificates include strong problem-solving abilities, excellent interpersonal communication, and technical knowledge related to digital certificate technologies. Being a team player with a collaborative attitude will also help you excel, especially when resolving complex customer issues.

As a Customer Support Agent at our company, you can expect a competitive salary along with comprehensive private medical and health insurance. Additionally, we provide a laptop, mobile plan, continuous training and development opportunities, and a pension fund to support your future. We believe in investing in our employees’ well-being and growth.

Handling a difficult customer requires patience and empathy. Begin by actively listening to their concerns without interrupting, acknowledging their feelings, and assuring them that you're there to help solve the issue. Clarify their problem, provide potential solutions, and follow up to ensure continued satisfaction.

Staying organized when managing multiple requests is essential. I utilize task lists and prioritize inquiries based on urgency. Additionally, I keep detailed notes of interactions to efficiently follow up with customers, ensuring that I address every concern without missing critical details.

To ensure compliance in the KYC process, I would stay up-to-date with regulatory requirements and company policies. I’d meticulously review customer documents following established procedures, and utilize checklists to ensure no step is overlooked, ensuring both compliance and customer trust.

Learning new technologies related to digital certificates starts with understanding the fundamentals. I dedicate time to self-study through online courses and tutorials, seek training opportunities offered by the company, and practice hands-on to gain experiential knowledge, ensuring I can confidently assist customers.

I am drawn to this position because it offers the opportunity to directly impact customer experiences and contribute to a company that values service excellence. I believe I can leverage my skills in communication and problem-solving to help customers navigate challenges effectively.

Effective communication with customers who speak different languages involves utilizing clear, simple language and avoiding jargon. In my case, I would employ both Greek and English, ensuring translations are accurate. Additionally, I would remain patient and responsive to their needs, adjusting my communication style based on their comprehension.

If I encounter a question I don’t have the answer to, I would acknowledge it and reassure the customer that I will find the right information. I’d then either reach out to coworkers or consult documentation before following up promptly with the correct answer.

Managing stress during peak times involves staying calm and organized. I focus on prioritization, breaking down tasks into manageable parts, and taking brief moments to regroup when needed. A positive attitude and good team communication also help alleviate stress and maintain high service standards.

In a previous role, a customer faced ongoing technical issues with their account access. I patiently listened to their concerns, identified the problems through troubleshooting steps, and developed a tailored solution. The customer appreciated my dedication, and it reinforced the value of attentive support.

Key qualities of an effective Customer Support Agent include strong communication and interpersonal skills, empathy, problem-solving capabilities, and a thorough understanding of the products. Being adaptable and maintaining a positive attitude even in challenging situations are also crucial for success.