Back Office Representative

We provide reliable solutions and build trusted relationships with our customers.
Through innovative services, we meet today’s energy demands while preparing for the challenges of tomorrow.

As Greece’s first multi-service provider, we seamlessly combine energy and telecoms, creating a unique ecosystem of value and convenience to our customers.

Recognized for a 3rd consecutive year as a Great Place to Work, we are proud of our people and our culture of excellence.

We are not just keeping up with the future – we are leading the way, setting the standard, and shaping what comes next. 

Join Us!

As part of its development, Volton strengthens its human resources in Athens and seeks a Back Office Representative.

The role is part of the Contact Center Back Office team and is responsible for managing and resolving complex customer requests that cannot be addressed during first contact.

The Back Office Representative takes ownership of customer cases, ensuring their timely and high-quality resolution in line with defined SLAs, contributing to the overall customer experience.

The role reports to the Contact Center Back Office Team Leader.

• →Manage and take full ownership of complex customer cases escalated from the Front Office, ensuring timely resolution and SLA adherence
• →Communicate with customers (inbound & outbound) to provide updates, clarifications, and confirm resolution, including cases related to activations, billing issues, and pending requests
• →Handle specialized requests (e.g., contract withdrawals/terminations, service changes, refunds, and commercial exceptions) in line with company policies
• →Collaborate with cross-functional teams (Billing, IT, Provisioning, Collections) to resolve issues and accelerate case resolution
• →Ensure high-quality case handling, accurate CRM documentation, and compliance with internal procedures and regulatory requirements
• →Identify recurring issues and contribute to process improvements and more efficient case management

• 1-3 years in Customer Service, Contact Center, or Back Office Operations
• Experience in handling complex requests
• Previous experience in energy or telecommunication sectors is a plus

• Working Hours

The Back Office Contact Center operates Monday to Friday on extended hours from 08:00 to 22:00, supporting the Group’s services. Employees work on a five-day schedule with rotating shifts, in line with business needs