Provide first-line support, handling all inbound enquires and complaints in a professional timely manner, with first contact resolution where possible and to the satisfaction of the customer in line with service level and best practices.
Provide valid, precise, and complete information using the proper methods and tools.
Actively monitor and analyse customer traffic and all other system infrastructure and identity, report/escalate any issues efficiently according to the Company’s processes and procedures.
Analyse and issue periodic reports of various daily performance metrics at specific times throughout the day to the Commercial team and proactively identify any anomalies.
Build rapport and trust with customers through open and interactive communication.
Work in a proactive manner to identify issues that may arise before the customer reports such issues.
Follow communication processes, procedures, guidelines and Company policies.
Any other task assigned by the management and as required from time to time.
Requirements
An ordinary level standard of education with a technical background.
Proven customer support experience or experience in a customer-facing role.
Passionate about Customer Service where customer satisfaction and first contact resolution immediately come to mind.
Tech savvy with an interest and willingness to learn and keep up to date with new technologies.
Great with Microsoft Office, especially excel.
Customer-centric team player with a ‘can-do’ attitude.
Excellent verbal and written communication skills in English & Italian
Strong analytical, technical troubleshooting and problem-solving skills.
Ability to handle difficult situations with tact and diplomacy.
Ability to adapt, multitask and frequently prioritise throughout the shift.
Keep up to date with the latest technologies, products, services, and the SMS industry.
The selected candidate must be available to work a 24/7 roster (including weekends and public holidays as required).
The selected candidate must be already residing in Malta.
ROC Parts Support Specialist managing inventory and procurement for Coca - Cola equipment services. Ensuring adequate replenishment of parts and supplies needed by technicians and maintaining accurate inventory records.
Customer Service Alarm Operator handling alarm signals at Dynamark Monitoring. Processing alarm signals quickly and assisting partners with system tests to ensure subscriber safety.
Customer Care Expert managing client inquiries and providing solutions for Papernest. Interacting via phone, email, and chat in a dynamic, hybrid environment.
Customer Service Supervisor at BayCoast Bank overseeing teller operations and delivering high - quality customer service. Engaging with customers to resolve issues and enhance financial solutions.
New Customer Care Specialist at TVH focusing on customer connections and uncovering sales opportunities in the material handling industry. Responsibilities include developing customer relationships and navigating ERP/CRM systems for sales growth.
Customer Service Representative handling customer inquiries and managing internal processes related to orders. Interacting with customers for inquiries, concerns, and requests in Montréal.
Senior Community Support Specialist providing direct services to people in community and group living environments. Engaging individuals and coordinating support to improve health and wellness goals.
Customer Service Representative connecting patients and healthcare providers at Binson's, managing calls and orders while ensuring exceptional support and care. Offering efficient communication and assistance to enhance patient experiences.
Client Support Specialist managing client relationships and service delivery for Registered Agent products. Position located in Frisco, Texas, with hybrid work options.