Αnastasia Vratzia

Message

Intro

Berlin, Germany

Customer Service Agent at SYKES Berlin

Studied at Aristotle University of Thessaloniki

Studied English Language and Literature at Aristotle University of Thessaloniki

Joined May 20, 2021

Skills

Languages

Greek

Native or Bilingual

English

Native or Bilingual

German

Fluent

About

Experienced and skillful Inbound Customer Service Agent providing high-quality service to callers, de-escalating tension during calls, and back-office troubleshooting. Adept at adhering to communication scripts to properly handle various needs in a poised and professional manner. Focused on keeping and increasing customer satisfaction with every phone call. Understands the importance of being the voice of a brand with each and every action and interaction that takes place involving customers.

Experience

SYKES Berlin

Oct 2020 – Present

Berlin

Customer Service Agent

Duties:  Tracking customers’ accounts, filing claims, taking thorough notes for customers’ demands both in English and German language.  Demonstrating empathetic attention to customers' queries and offering effective solutions.  Dedicated to creating an atmosphere of security and trust, even with the most distressed and agitated callers.  Writing detailed escalations and reports in order to communicate customers' needs and increase customer satisfaction.  Fast and accurate processing of databases.

Education

Aristotle University of Thessaloniki

Oct 2016 – Feb 2020

MA in Translation

Aristotle University of Thessaloniki

Oct 2010 – Nov 2015

BA in English Language and Literature, English Language and Literature