Back Office Representative

Volton Hellenic Energy SA– powering Greece with Electricity, Natural Gas, and Telecommunications throughOrizon.

We providereliable solutionsand buildtrusted relationshipswith our customers.
Throughinnovative services, we meet today’s energy demands while preparing for the challenges of tomorrow.

As Greece’sfirst multi-service provider, we seamlessly combineenergy and telecoms, creating a unique ecosystem of value and convenience to our customers.

Recognizedfor 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,Voltonstrengthens its human resources inAthensand seeks aBack Office Representative.

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

TheBack Office Representativetakes ownership of customer cases, ensuring their timely and high-quality resolution in line with defined SLAs, contributing to the overallcustomer experience.

The role reports to the Contact CenterBack 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

In accordance with the EU Pay Transparency Directive (EU) 2023/970, compensation details for this position will be communicated to candidates by our consulting team at an appropriate stage of the interview process.

Don’t miss the chance to join aGreat Place to Work–Certifiedcompany that fosters a positive work environment and is proudly recognized as aBest Workplace for Women 2025. Embracing anemployee-first culture, we put people at the heart of everything we do; an approach honored with aSilver AwardforEmployee-Centric Cultureand aSilver AwardforBest 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 sitevolton.gr