BackOfficeRepresentative

**Volton Hellenic Energy SA** – powering Greece with Electricity, Natural Gas, and Telecommunications through [**Orizon**](https://orizon.gr/)**.** 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!](https://apply.workable.com/volton/) 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 acce