Role Specific: Customer Service Representative (Returns) with Greek, English, Bulgarian is responsible for escalated return requests that have been rejected by the platform and subsequently contested by either the customer or the seller. He/she serves as an impartial arbitrator and manages case files end-to-end while also conducting outbound calls to gather evidence, communicate decisions, and facilitate early resolution.

The responsibilities of the Customer Service, returns with Greek, English, Bulgarian, are but not limited to:

• Proactively contact customers or sellers when additional information or documentation is required to process a dispute.
• Inform parties of final decisions by phone, clearly explaining the rationale, applicable policies, and any further steps available.
• Conduct mediation calls in cases where an early resolution is feasible prior to issuing a formal decision.
• Maintain a professional, empathetic, and neutral tone in all outbound interactions, particularly when delivering unfavorable outcomes.
• Record all case notes, evidence, communications, and decisions in the CRM system accurately and within agreed SLA timelines.
• Identify recurring dispute patterns and report findings to Team Lead and Quality Assurance to drive policy improvements.
• Stay current with updates to return policies, platform rules, and relevant consumer regulations.
• Support onboarding and knowledge-sharing for new team members as needed
• Adheres to all Health and Safety regulations, internal Concentrix, IT and local policies and procedures
• Understands and apply Business Controls, data privacy and security guidelines/regulations. Maintain Workstation Security at any time
• Performs additional tasks according to business needs

Requirements:

• High school, college or university degree

Working experience

• Minimum 1–2 years in customer service, compliance, dispute resolution, or e-commerce operations
• Experience in handling phone calls, e-mails, chat
• Experience in a multinational environment

Language skills

• Native and/or full professional proficiency of the Greek, English, Bulgarian language

PC skills

• Good knowledge and work with the MS Office applications
• Excellent knowledge and work with keyboarding
• Working knowledge of CRM platforms, order management systems, and shipment tracking tools

Personal skills

• Excellent communication skills and telephone manner
• Ability to evaluate conflicting information and deliver impartial, defensible decisions
• Clear, calm, and persuasive communicator in both written and verbal formats
• Good organizational and multi-tasking skills
• Capable of working effectively in a high-volume, time-sensitive environment
• High accuracy and attention to detail
• Ability to work with targets and with deadlines
• Initiative person, willing to learn and develop
• Consistent neutrality toward both customers and sellers throughout all interactions
• Flexibility to adapt to changing business environment
• Ability to work in a team.

Key Responsibilities:

• Receive, triage, and prioritize incoming dispute cases raised against rejected return requests.
• Collect and review all relevant evidence including order history, shipping records, photographic documentation, and prior communication logs.
• Evaluate the claims of both the customer and the seller against platform policies and applicable consumer protection standards.
• Issue binding, well-reasoned arbitration decisions and communicate outcomes to both parties in writing.
• Identify complex or high-risk cases requiring escalation and route them to legal, compliance, or senior operations teams as appropriate.
• Demonstrate exemplary attendance and punctuality
• Maintains stable performance under pressure

What we offer:

• Flexible working hours: Monday - Friday; From 09:00 AM - 18:00 o'clock;
• Convenient office location, close to bus stations and the metro
• Competitive salary of 1600 EUR Gross + performance-based bonuses
• Professional Development and Career Navigation programs to map out the steps in your development
• Health and Wellbeing initiatives
• Relocation support if needed (accommodation and travel expenses)
• Part of the additional benefits are Health and Life Insurance, Multisport card, Transport allowance, Bonus for important life events, Additional paid leave for education, Corporate discounts and many more!

Know someone perfect for this role? Refer a friend and earn an exciting reward when they join our team! External Referral Program - Bulgaria

We’re looking forward to meeting you!

You appreciate our values of recognition, integrity, unity, and commitment, and you are eager to create the "wow" too. More than your background, it is your motivation and your personality that will make you part of our fun-loving community. Please note that non-EU residents must have a valid work permit in Bulgaria to be considered for employment.

Concentrix Bulgaria is an equal-opportunity employer. Concentrix considers diversity a fundamental resource and offers everyone accesses to employment opportunities, regardless of gender, age, religion, ethnicity, or any other classification protected by applicable national laws.