Retail Commercial Support Administrator - Remote Opportunity

About the Role

We are seeking a Retail Commercial Support Administrator to join our dynamic team at Allwyn. This remote opportunity allows you to be part of our transformation journey, where you will play a crucial role in supporting our retail network. As a Retail Commercial Support Administrator, you will respond to commercial and financial non-technical requests, providing personalized guidance to store agents. Your efforts will ensure that stores operate smoothly, enhancing overall agent satisfaction.

What You'll Do

• Respond to retail network requests on commercial and financial issues, guiding agents according to OPAP procedures.
• Provide personalized, high-quality support on company products and services.
• Investigate unresolved issues before escalation, employing established methods.
• Escalate complex cases to internal teams (e.g., Finance, Retail) and follow up until resolution.
• Build strong relationships with assigned agents using effective customer service techniques.
• Execute outbound campaigns to promote new products, services, and initiatives.
• Record request details to identify issue patterns and support process improvements.
• Document troubleshooting actions and monitor ticket backlog according to processes.

Requirements

• Experience in similar customer-service roles.
• Strong customer-service mindset with excellent problem-solving and communication skills.
• Knowledge of call-center systems and OPAP Shop / Play store products, services, and procedures.
• Commitment to customer-service excellence, quality standards, and SLA delivery.
• Team spirit with integrity, professionalism, and ability to work effectively under pressure.
• Excellent communication skills in Greek and English.
• Proficient knowledge of Microsoft Office, especially Excel and PowerPoint.

Nice to Have

• Experience in the gaming or entertainment industry.
• Familiarity with CRM systems.
• Additional language skills.

What We Offer

• An award-winning working environment.
• Competitive salary package and bonus scheme.
• Health insurance coverage, Pension Plan, and Annual Health Checkup.
• Hybrid working model.
• State-of-the-art facilities including gym & restaurant.
• Continuous learning powered by Allwyn Academy.
• Internal career opportunities.
• Family support including daycare voucher and assisted reproduction voucher.
• Volunteering program, including 2 extra days off to give back.
• Well-Being Program including sports teams, nutritionist & psychologist services, Employee Assistance line, and more.
• Allwyn Day - one extra day off.
• Monthly food allowance.
• Shuttle service for easy commute to our offices.
• Exclusive employee discounts across a range of partners.

Allwyn is an equal opportunity employer, welcoming talented individuals from all backgrounds. If this opportunity sounds exciting to you, we would love to hear from you!