Role Purpose

The DRM Call Center Agent is responsible to serve customers by answering questions, handling complaints, and troubleshooting problems, regarding products and services.

Main Accountabilities

• Handles inbound and outbound calls from/to clients in order to understand and address their needs, complaints, or issues with products and services, ensuring they feel supported and valued.
• Strives to meet or exceed call center metrics while providing excellent and consistent customer service by utilizing software, databases, scripts, and tools appropriately.
• Maintains and updates customer databases, as well as handles filing, mailing and correspondence.
• Demonstrates compliance with internal and external rules, regulations, and procedures, including Internal Controls and any applicable Compliance policies.
• Ensures customer feedback is used to enhance customer services.
• Generates customer interest in the company's services or products through follow-up calls.

Education, Experience and Technical Skills

• Bachelor’s Degree in any business-related field will be considered an asset.
• Excellent oral and written communication skills in Greek and English.
• Computer Literacy, familiarity with MS Office applications.
• Proven working experience in the Customer Care sector.

Competencies

• Strong organizational, time management and multitasking skills.
• Goal-oriented, adaptable and able to work effectively under pressure while delivering high-quality results.
• Team player with strong interpersonal and communication skills.
• Strong problem-solving ability and collaborative mindset.

Here’s what you can look forward to as part of the #CepalTeam:

• Competitive Compensation: We offer an attractive salary, annual performance-based bonuses, and a monthly meal allowance through our ticket restaurant card.
• Health: Private medical insurance is provided for you and your family.
• Family Support: Monthly financial allowance for early education (nursery) and coverage of expenses for children with neurodiversity or disabilities—including therapeutic swimming, music therapy, horse riding, and parental support.
• Flexible Work Model: Our hybrid approach offers a level of remote work flexibility that supports work-life balance while preserving strong collaboration and team spirit.
• Modern Workspaces: Contemporary offices designed to support comfort, health, and productivity, with fully equipped workstations, quiet areas, on-site restaurant, and group fitness sessions.
• Lifelong Learning: Cepal supports continuous learning through access to e-learning platforms and structured professional development programs.
• Career Progression: We are committed to your growth, offering a clear development path supported by feedback, mentoring, and personalized learning plans.
• Make a Difference: Get involved in regular wellbeing, ESG and volunteering initiatives that reflect our values and foster a sense of purpose and community.

At Cepal, we believe that inclusion is more than a value, it's a way of thinking and acting. As members of the Diversity Charter Greece, we are committed to fostering a workplace where every individual feels respected, empowered, and free to contribute meaningfully.

All applications are treated fairly, confidentially, and based solely on qualifications and merit.