Commercial Customer Support with Greek

Act as an entry point of contact and provide support to all customers in the assigned country: greetings, Log Interaction, Identification of Customer from Greece and Cyprus.  This will involve first call resolution for most of customer queries and ensuring complex cases are escalated to and followed up by the correct point of contact within Schneider Electric. Queries will include but are not limited to the following:

• Post-sales – product return (RMA) and escalation of more technical queries, order management, invoice, deliveries;
• Pre-sales – Price and availability, giving a catalog reference, order entry, quotations, opportunity identification, e-commerce, knowledge management;
• Follow up on Leads generated from marketing activities.

• Provide first level general support pre-sales and post-sales, telephone, mail, and electronic to SE customers and partners or ensure a proper escalation to the first level technical support: price & availability, product selection, product substitution, answer to question on catalog or on-line application, support on on-line self-service tools;
• Responsible for answering incoming telephone calls, e-mails, web-based tickets and prioritizing customer’s support needs;
• Order Management: enter, change, manage requests related to orders in cooperation with country representatives;
• Provide support to the customers for commercial and logistic returns product;
• Provide support to the customers for solving the logistic and commercial complaints;
• Proactive information communication;
• Complete documentation and follow up on all commitments and customer details;
• Actively create/modify the knowledge database;
• Ongoing proactive research and learning about new products, technologies, and applications;
• Participate in the interaction center’s continuous improvement process;
• Acts as back-up for the colleagues who offer customer service support in the same language when they are not in the office and/or for the colleagues who offer support in a different foreign language in English when they are not in the office;
• Collaborate with Marketing on new product launches;
• Liaise between customers, After-Sales and Marketing regarding Product Quality Returns.

• Education: Bachelor’s Degree preferred;
• Native Greek and fluent in English;
• Previous experience in customer support or sales is desirable;
• Working electrical knowledge is an advantage;
• Ability to multi-task (logging queries while speaking with customers);
• PC skills (Microsoft, Windows, ERPs);
• Basic aptitude for learning technical concepts essential;
• Excellent interpersonal, communications, and time management skills;
• Ability to work on own initiative, but also as part of a team;
• Strong verbal and written communication skills are required;
• Flexible and have the ability to learn quickly;
• Previous CRM experience an advantage;

• Flexible work schedule and home-office options (hybrid);
• Short Fridays according to your project activity;
• A wide range of benefits: Bookster, Wellington platform, Meal tickets, discounts at several partners;
• Medical & healthcare options: Private medical subscription; Life insurance;
• Mental healthcare: Employee Assistance Program (24/7 online counseling)
• One day off to celebrate your birthday with your beloved ones;
• Hands-on training and access to our technical labs;
• Development Plan through Career path and coaching;
• Open Talent Market - a platform where you can easily find your next challenge, an exciting project, or a cool mentor;
• Sustainability is at the heart of what we do, who we are, and what we believe in;
• Exposure to a multicultural and dynamic environment;
• Diversity and Inclusion – an integral part of the company's history, culture, and identity.