On behalf of our Client, a leading consulting, technology and outsourcing services company, we are looking for a Customer Support Officer to be based at their offices in Limassol, Cyprus.
Main Duties and Responsibilities
- Implements communication protocols to ensure customer inquiries are addressed promptly and professionally.
- Collaborates with various internal teams to ensure consistent and accurate customer communication.
- Monitors and evaluates customer interactions to maintain high communication standards, providing feedback and training as needed.
- Establishes and oversees an escalation process for complex technical issues, ensuring seamless collaboration with relevant internal teams.
- Identifies and engages the appropriate team members to efficiently resolve high-priority issues.
- Monitors resolution progress and performance, ensuring timely and satisfactory outcomes for customers.
- Designs and implements a proactive strategy for managing customer complaints, including clear timelines for acknowledgment, investigation, and resolution.
- Acts as the lead point of contact for critical complaints, working closely with technical teams to ensure thorough and professional handling.
- Ensures all resolved complaints are followed up with customers to confirm satisfaction and capture feedback.
- Oversees the operation and continuous improvement of the request/ticketing system (e.g., Jira Service Management) to ensure efficient tracking and prioritization.
- Evaluates and enhances request handling processes to improve responsiveness, accountability, and transparency.
- Maintains accurate and complete records of all customer interactions and technical activities for reporting and auditing purposes.
- Generates regular reports on SLAs, issue resolution times, and customer satisfaction metrics.
- Analyzes support trends and data to identify root causes, recurring issues, and opportunities for operational improvement.
- Drives initiatives to optimize service delivery based on data insights and customer feedback, contributing to the company’s overall service excellence.
Job Requirements:
- Bachelor’s Degree in Information Technology, Business Administration, or a related field.
- Minimum 5 years of experience in a senior-level customer support role, preferably within IT, fintech, or telecommunications.
- Strong background in managing customer support operations, focusing on customer experience and retention.
- Solid understanding of technical support processes and methodologies.
- Experience working with SAP Solutions will be considered an advantage.
- Familiarity with Jira Service Management or other ITSM tools is desirable.
- Proficiency in MS Office applications.
- Fluency in both Greek and English is required.
Benefits:
- Attractive relocation package and comprehensive support
- 13th Salary
- Provident Fund
- Medical Fund
- Performance Bonus Scheme
- Hybrid Working Model
- Half Day Fridays
- Learning opportunities from top industry experts
- Hands-on experience in Information Technology Consulting
- Competitive remuneration package
- A fun, entrepreneurial, and creative environment
All CVs will be handled with the utmost confidentiality.
