Define the future with us

We’re seeking dynamic individuals who enjoy interacting with all kinds of individuals. In our Contact Centre, putting the customer first is at the heart of everything we do, and we are committed to delivering support of the highest standard.

As a Customer Care Agent, you’ll often be the first person customers turn to in important moments. Your role will involve communicating across various channels, offering guidance, answering questions, and resolving both general and technical concerns.

Expected hours of work:

This is a part-time position, minimum of 20 hours per week
Candidates must be available Monday to Sunday, anytime between 09:00 and 14:00

Does this sound interesting to you? Here’s what you must have to match our requirements:

Strong command of verbal and written communication in English and the Maltese language
In possession of a school leaving certificate and / or MQF Level 1, and / or 1-year continuous working experience
Proficient in MS computer applications
Ability to think on your feet and meet customers at their level
Ability to multitask effectively and handle stressful situations appropriately
Excellent data entry and typing skills

Does this sound like you? Here’s how you can hit a few plus points for this position:

1 year of continuous experience in a contact centre environment
3 O’ level passes or equivalent and / or a recognised MQF level 2 qualification
Ability to add personality to interactions: Be conversational – yet professional
Superior listening skills and knowledge of customer service practices and principles

If this describes you, then this is a glimpse of what you'll be doing:

Provide an excellent standard of service, not only product and service information online, e-mail, calls and any other support channel to ensure that customers’ expectations are met and exceeded
Ensure that all problems are resolved speedily, achieving high levels of first contact resolution and excellent customer satisfaction
Carry out effective troubleshooting, following up of interactions and logging of customer conversations as per standard operating procedures
Be capable of identifying new sales, upselling or cross-selling opportunities and seal the deal immediately
Be responsive and flexible to business working hours and team needs, maintaining a professional approach at all times
Regularly meet targets set by line management
Corresponding with customers or enquirers via calls, and digital channels such as but not only WhatsApp, live chat, email and social media according to company practices
Alert the line management of trends in customer interactions
Be prepared to undergo further training to keep abreast of customers’ needs
Process sales orders and agreements
Other duties as assigned

What’s in it for you?

Joining our team comes with a lot of benefits! Here’s a glimpse of what we’ll offer you for being brilliant:

No more bills! Free unlimited GO services for your home and mobile
Four weeks of paid birth leave for all non-birthing parents
Private hospital health insurance, to protect you from unexpected, high medical costs
A budget to spend on your own personal and / or professional development
Therapy sessions to support your needs in collaboration with Richmond Foundation
A budget dedicated to your children’s summer school costs
And more…

We'll recruit as soon as we find our match. Don't think twice - apply now!

Customer Care Agent

Job Description