Customer Service Representative helping customers navigate financial services and banking issues. Engaging in problem - solving and providing support in a supportive team environment.
About the role
- Customer Support Representative delivering dedicated support to Fortytwo customers and managing technical enquiries. Responsible for traffic analysis and customer satisfaction in the hybrid role.
Responsibilities
- 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.
Benefits
- Hybrid working
- Career progression
- Health insurance
- Life insurance
- Discount on other insurance policies
- Corporate discount app
- Employee wellness allowance
- Weekly lunches, fresh fruit and snacks
- Team building activities and events
- Casual dress code
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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