Job Opportunity: Customer Care Manager / Team Leader

Location: Malta (Candidates must already be based in Malta)

Position Type: Full-time

About the Role

We are seeking a highly motivated, organized, and proactive Customer Care Manager / Team Leader to lead, mentor, and optimize our Customer Care Representatives. In this pivotal role, client satisfaction is of the utmost importance. You will be responsible for streamlining daily operations, improving overall team performance, and drastically reducing customer complaints through efficient service delivery and quality assurance.

Main Duties & Responsibilities

Team Leadership & Operations

Department Oversight: Run the Customer Care Department (CCD) in its entirety, managing daily workloads and overseeing all duties of the Customer Care Representatives.
Scheduling & Performance: Create, plan, and manage daily work schedules and rosters to ensure seamless coverage and adherence to company standards.
Workforce Support: Motivate the team, handle vacation leave approvals logically to maintain service flow, and foster a reliable, team-oriented work culture.

Efficiency & Performance Tracking

SLA Management: Monitor and guarantee that all daily communication channels—including phone calls, emails, social media messages, and answering machines—are replied to promptly and efficiently.
Process Improvement: Evaluate current workflows to improve the overall speed, accuracy, and performance of the customer care team.
End-of-Day Preparedness: Ensure all planning, tasks, and scheduling for the following working day are finalized before the end of each shift.

Client Satisfaction & Complaint Resolution

Complaint Reduction: Actively investigate the root causes of customer complaints and implement proactive workflows to minimize them.
Quality Assurance: Ensure that client satisfaction remains the team’s core metric by monitoring order creation, data accuracy, and the handling of queries.
Escalation Handling: Act as the primary point of contact for complex customer issues, resolving them professionally and gracefully under pressure.

Requirements & Qualifications

Residency: Must currently reside in Malta and be legally entitled to work here.
Experience:
Minimum of 2 to 4 years of experience in a customer care or customer-facing role.
Minimum of 1 year of experience in a leadership, supervisory, or management role.
Education: Secondary level of education or higher.
Languages: Excellent command of written and spoken English is required. (Fluency in Maltese will be considered a strong asset given our client base not mandatory).
Core Skills:
Exceptional leadership, team building, and motivational skills.
Outstanding time management and organizational capabilities.
Strong problem-solving skills with a strict focus on customer retention and satisfaction.
Ability to remain efficient, reliable, and calm when working under pressure.

How to Apply

If you are ready to take ownership of a team and elevate our customer experience, we want to hear from you!

Interested applicants are kindly requested to send their updated CV by clicking the "Apply Now" button below.

About Us

Aquani (Nibe Beverages Limited):

Producing water is a responsibility, one that we have been enjoying since 2003. AQUANÌ is a brand committed to producing and marketing high-quality drinking water to any home and office in Malta.

Our water is slightly mineralized and originates from closely controlled water sources. It is in our interest to ensure that we respect all the necessary standards and regulations when producing our water. The result is a quality product that is enjoyed by many families and companies.

The attention to detail is extended to the type of service we provide to our consumers. Our team and structure give us the opportunity to take and deliver an order wherever you are in Malta. We would like to see all our consumers place their orders online, but if this is not possible you may still call us or send us an email.

Customer Care Manager / Team Leader

Job Description