At Epic, we believe progress happens when passionate people challenge the status quo. We value authenticity, collaboration, and ownership in everything we do. If you’re customer‑focused, thrive in a fast‑paced environment, and are committed to delivering excellent service, Epic is the place for you.

Role Overview

We are looking for a motivated and customer‑centric Care Hero Agent to join our dynamic Call Centre team. In this role, you will be responsible for providing courteous, efficient, and professional support across multiple communication channels, ensuring customer satisfaction remains a top priority at all times.

You will handle enquiries from both Consumer and Business customers, support service activations and troubleshooting, and actively promote relevant products and services. Your ability to communicate clearly, resolve issues effectively, and work flexibly within a shift‑based environment will be key to success in this role.

This role involves working on a shift‑based schedule, which includes weekends and public holidays.

Key Responsibilities

Handle and process inbound and outbound calls within defined service level targets.
Manage and respond to customer enquiries through email, chat, SMS, and social media channels within agreed timeframes.
Resolve enquiries and requests from internal and external customers in line with company policies, service standards, and customer expectations.
Process contract activations for both Consumer and Business customers.
Handle first‑level customer queries related to all data‑based products and services offered by the company.
Manage second‑level troubleshooting for trouble tickets and service requests, where required.
Promote relevant offers and services through suggestive selling techniques.
Apply Next Best Activity (NBA) practices during customer interactions to up‑sell and cross‑sell products and services.
Maintain up‑to‑date knowledge of GDPR requirements and ensure compliance in all customer interactions.
Stay informed about all products, services, and promotions to support first‑call resolution where possible.
Effectively manage assigned tasks and projects in collaboration with colleagues within the department and across the wider business.
Attend all required training sessions and actively participate in team meetings.

Key Requirements

Fluency in both Maltese and English, with excellent verbal and written communication skills.
Minimum of 1 year’s experience in a customer service role.
Experience in an administrative function is considered an asset.
O' level standard of education, including passes in English, Mathematics, and Maltese.
Completion of customer service‑related courses is considered an asset.
Ability to work under pressure while meeting deadlines and service level targets.
Familiarity with Microsoft Office applications or previous formal computer training.

Care Hero Agent

Job Description