Back Office Representative
Volton Hellenic Energy SA - powering Greece with Electricity, Natural Gas, and Telecommunications through Orizon.
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.
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.
Responsibilities
- 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
Requirements
- 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
Benefits
- Indefinite Contract
- Attractive salary and bonus scheme
- Flexible hybrid working model
- Group health and medical insurance package
- Access to Volton products exclusively designed for our people
- Continuous training and professional development
- Career path opportunities within the company
- Modern offices with break out rooms and a restaurant-coffee shop
Don’t miss the chance to join a Great Place to Work-Certified company that fosters a positive work environment and is proudly recognized as a Best Workplace for Women 2025. Embracing an employee-first culture, we put people at the heart of everything we do; an approach honored with a Silver Award for Employee-Centric Culture and a Silver Award for Best Onboarding Initiatives.
All applications will be treated with confidentiality. If your CV meets the requirements of the job, we will contact you by phone to schedule an appointment. Information about the company on our site volton.gr