Hybrid Customer Support Representative

Posted last week

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About the role

  • 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

Customer Support Representative

Job type

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

High School Diploma

Location requirements

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