Customer Operations Applications Design Officer in Athens at clients' organisations

Date Posted: 6/8/2021

Job Snapshot

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Job Description

On behalf of our client, ELPEDISON, we are looking to recruit a Customer Operations Applications Design Officer.

The company

Having inherited the expertise, know-how and technology from its parent companies, Hellenic Petroleum and Edison, ELPEDISON is the energy company that understands the market in depth, identifies all critical impacting factors and always acts with the end-consumer's benefit in mind. It represents one of the largest private energy producers in the Greek market as well as one of the most reliable and competitive energy suppliers, addressing both residential and business customers. Today, ELPEDISON is a leading company both in electricity production and supply, and gas supply. It aspires to always be one of the most important players in its sector, offering energy services of the highest quality, at competitive prices, with stability and consistency.

The position

The Customer Operations Applications Design Officer role is to direct the design specification and further automation / enhancement of customer self-services and other applications, acting as a liaison between the Commercial Division and the IT Department & Vendors. Will act as a consolidation entity of information and business requirements, deriving from Customer operations KPIs and customer needs and will be responsible to design the relevant customer support systems so as to meet customer & business needs.

Main Duties/Responsibilities

  • Is responsible for the design specification and further automation / enhancement of customer self-service and other applications (my Elpedison, apply online, click-2-chat etc.)
  • Assists in the coordination of vendor technical involvement in the planning, installation and implementation of technology solutions
  • Manages project timelines and deliverables to ensure stakeholders (internal and external) are fully aligned and provide their deliverables at defined project milestones
  • Maintains ownership of service operations and executes and coordinates all required activities designs and monitors relevant action plans and reports their progress to upper management
  • Creates reports, presentations, spreadsheets, etc. to support findings, analysis of potential and ongoing services and applications so as to monitor the effectiveness of each service or enhancement to a service
  • Reports on personal performance bi-weekly and in ad-hoc on KPIs
  • Evaluates market trends, best practices, existing solutions, completion landscape and potential vendors that can be applicable and leveraged by ELPEDISON
  • Presents new customer services and applications for their adoption by ELPEDISON
  • Provides sales teams with associated information and training material as to promote customer applications
  • Manages all services & projects stakeholders to ensure the highest quality service, best prices/quotations and shortest timelines
  • Manages elements of customer services and applications as to ensure their evolution, competitiveness, and excellent customer experience
  • Assists in the management of external vendor relations and performance by monitoring data and providing regular feedback.
  • Recommends system enhancements as necessary and monitors their progress through detailed project plans
  • Attends conferences, seminars and demonstrations to maintain knowledge of emerging technologies

Job Requirements

  • BSc in Business Administration or relevant disciplines
  • MSc will be considered an advantage
  • Approximately 4-5 years of related professional experience, ideally at a similar function
  • Experience in Project Management 
  • Exposure in Customer Operations field will be considered a significant plus
  • Understanding of the Energy and/or Technology sectors
  • Strong technical and/or technology skills
  • Excellent command of the English language, both written & oral 
  • Excellent knowledge of MS Office, especially Excel and PowerPoint
  • Highly developed interpersonal & communication skills
  • Excellent teamwork and collaboration skills
  • Very good analytical skills & numerical understanding