THEMA S.A., the Operation and Maintenance Company managing the Thessaloniki Metro Network, is looking for a HEAD OF CUSTOMER SERVICE.
Reporting to the Public Relations and Customer Service Manager, the Head of Customer Service provides support in all aspects of passenger service and assistance. As the Head of Customer Service, they monitor, oversee, and manage customer and public communications to the company, ensuring prompt and effective responses. The Head of Customer Service must possess courtesy, creativity, flexibility, and sound judgment, performing well in stressful situations with strong verbal and written communication skills, as well as exceptional organizational abilities.
Responsibilities include, but are not limited to:
- Overseeing all communication processes with passengers to ensure high-quality service.
- Monitoring and evaluating customer feedback, identifying areas for improvement, and recommending corrective actions.
- Supervising and coordinating the planning of customer satisfaction surveys carried out at regular intervals.
- Collecting reports, queries, requests, and complaints from passengers and the public addressed to the company through communication channels.
- Ensuring the public is kept informed directly through communication channels via announcements and updates.
- Supervising and cooperating daily with external partner agencies providing customer service, evaluating cases, and intervening as necessary.
- Receiving, monitoring, and responding to written communication submitted to the company by the public and passengers within a predetermined timeframe.
- Supervising and monitoring the communication, assembly, and operation of the lost and found center.
- Preparing monthly and annual reports on the progress of complaints.
- Performing related duties as required by the company.
Skills Required
- Bachelor's degree in Business Administration, Finance or related field
- At least three years of experience in a similar position in a large organization
- Excellent proficiency in spoken and written English and Greek
- IT literacy, including proficiency in MS Office applications
- Negotiation, crisis management, and problem-solving skills
- Excellent communication skills with people of different cultures and nationalities