Customer Service Representative with Greek

Job description:

Description

Role Specific:Customer Service Representative (Returns) with Greek, English, Bulgarian is responsible for escalated return requests that have been rejected by the platform and subsequently contested by either the customer or the seller. He/she serves as an impartial arbitrator and manages case files end-to-end while also conducting outbound calls to gather evidence, communicate decisions, and facilitate early resolution.  The responsibilities of the Customer Service, returns with Greek, English, Bulgarian, Trendyol account, are but not limited to:Proactively contact customers or sellers when additional information or documentation is required to process a dispute.Inform parties of final decisions by phone, clearly explaining the rationale, applicable policies, and any further steps available.Conduct mediation calls in cases where an early resolution is feasible prior to issuing a formal decision.Maintain a professional, empathetic, and neutral tone in all outbound interactions, particularly when delivering unfavorable outcomes.Record all case notes, evidence, communications, and decisions in the CRM system accurately and within agreed SLA timelines.Identify recurring dispute patterns and report findings to Team Lead and Quality Assurance to drive policy improvements.Stay current with updates to return policies, platform rules, and relevant consumer regulations.Support onboarding and knowledge-sharing for new team members as neededAdheres to all Health and Safety regulations, internal Concentrix, IT and local policies and proceduresUnderstands and apply Business Controls, data privacy and security guidelines/regulations. Maintain Workstation Security at any timePerforms additional tasks according to business needsKey Responsibilities:Receive, triage, and prioritize incoming dispute cases raised against rejected return requests.Collect and review all relevant evidence including order history, shipping records, photographic documentation, and prior communication logs.Evaluate the claims of both the customer and the seller against platform policies and applicable consumer protection standards.Issue binding, well-reasoned arbitration decisions and communicate outcomes to both parties in writing.Identify complex or high-risk cases requiring escalation and route them to legal, compliance, or senior operations teams as appropriate.Demonstrate exemplary attendance and punctualityMaintains stable performance under pressure

Requirements

High school, college or university degreeWorking experienceMinimum 1–2 years in customer service, compliance, dispute resolution, or e-commerce operations Experience in handling phone calls, e-mails, chatExperience in a multinational environment Language skillsNative and/or full professional proficiency of the Greek, English, Bulgarian languagePC skillsGood knowledge and work with the MS Office applicationsExcellent knowledge and work with keyboardingWorking knowledge of CRM platforms, order management systems, and shipment tracking toolsPersonal skillsExcellent communication skills and telephone mannerAbility to evaluate conflicting information and deliver impartial, defensible decisions Clear, calm, and persuasive communicator in both written and verbal formats Good organizational and multi-tasking skillsCapable of working effectively in a high-volume, time-sensitive environmentHigh accuracy and attention to detailAbility to work with targets and with deadlinesInitiative person, willing to learn and developConsistent neutrality toward both customers and sellers throughout all interactionsFlexibility to adapt to changing business environmentAbility to work in a team. 

Offer

What we offer:Flexible working hours: Monday - Friday; From 09:00 AM - 18:00 o'clock;Convenient office location, close to bus stations and the metroCompetitive salary of 1600 EUR Gross + performance-based bonusesProfessional Development and Career Navigation programs to map out the steps in your developmentHealth and Wellbeing initiativesRelocation support if needed (accommodation and travel expenses)Part of the additional benefits are Health and Life Insurance, Multisport card, Transport allowance, Bonus for important life events, Additional paid leave for education, Corporate discounts and many more We’re looking forward to meeting you! You appreciate our values of recognition, integrity, unity, and commitment, and you are eager to create the "wow" too. More than your background, it is your motivation and your personality that will make you part of our fun-loving community. Please note that non-EU residents must have a valid work permit in Bulgaria to be considered for employment. Concentrix Bulgaria is an equal-opportunity employer. Concentrix considers diversity a fundamental resource and offers everyone accesses to employment opportunities, regardless of gender, age, religion, ethnicity, or any other classification protected by applicable national laws.