Middlesea Assist Ltd is looking for energetic, customer-focused individuals to join our Assistance Operations team. This is more than a contact centre role! We will train you to help people with real emergencies while working in a dynamic, technology-driven environment where no two days are the same.

Job Responsibilities and Duties

Handle incoming requests for assistance services via phone and digital channels;
Coordinate contractors and service providers to ensure timely assistance delivery;
Keep customers informed and supported throughout their assistance journey;
Respond quickly and effectively to changing priorities in a fast-paced environment;
Accurately document cases and customer interactions in company systems;
Collaborate with colleagues to deliver an outstanding customer experience;
Other operations and customer service duties as may be assigned.

Requirements and Skills:

Willingness to work on a shift basis, including weekends and night shifts;
Fluent spoken and written English;
Spoken Maltese is considered an asset but not essential;
Confident using technology and Microsoft applications, with the ability to learn new systems quickly;
Excellent empathy, communication and problem-solving skills;
Ability to multitask and remain calm under pressure;
Positive attitude, strong work ethic and customer-first mindset;
Experience in customer service, hospitality, retail, operations or a contact-centre environment is considered an asset.

Benefits

Paid breaks and comfort breaks;
Shift allowance;
Entry performance bonus;
Towing and Home Assistance benefit;
Discounted insurance products;
Comprehensive onboarding and training programme;
Birthday leave;
Off-peak leave;
Fun, supportive and collaborative team environment;
2 days per week remote working (after 3 months);
Full performance bonus (after completion of probation);
Health insurance (after completion of probation);
Variable salary (after one year);
Career development opportunities in the Mapfre group worldwide (according to availability and selection criteria).

Assistance Operations Coordinator

Job Description