Customer Experience Representative

An opportunity has arisen for interested candidates to join PTL Limited as a Customer Experience Representative (CER), within the company’s Service Desk.

The Position:

Based in Malta and reporting to the Head of Customer Success, the CER acts as the customer’s first point of contact in support cases. The CER must perform multiple functions effectively and simultaneously. Duties may vary slightly; however, core responsibilities include the following:

• Answer inbound requests through Email, Phone, Chat and Ticketing System in a timely and friendly manner;
• Provide timely solutions to reported problems;
• When required, escalate to other teams;
• Follow-up on customer requests;
• Perform scheduled checks and customer maintenance tasks

The Company:

PTL is a long-established IT company providing enterprise-level IT solutions in Malta and it forms part of Harvest Technology plc. PTL partners major names like IBM, Cisco, Microsoft, Lenovo, and NCR. PTL has a team of more than 70 dynamic professionals, experts in business integration, enterprise-wide solutions and contracted outsourcing. PTL’s multi-disciplinary team services a prestigious client base in Malta, Europe and Africa. PTL is an equal opportunities employer.

The Requirements:

• The CER is required to be a team player, possess a can-do attitude, be customer-focused and be able to deliver fast results without compromising quality. A functional level of IT literacy and proficiency in Microsoft Office Applications is a must.
• Although the use of Maltese is preferred, a Level of C1,2 is required in Understanding, Writing and Speaking in English.
• Due to customer security requirements, the candidate should be a European Union or UK citizen.
• Previous experience in a call centre or customer-facing role is preferred.

What We Offer:

A remuneration package commensurate to the applicant’s experience and ability to display aptitude shall be offered to the right candidate. Additional benefits include but are not limited to health insurance, free use of on-site gym, employee wellness benefit, employee assistance programme, flexible working conditions, scholastic sponsorships, and opportunities to obtain industry certifications, amongst others. Whilst working with us, you will enjoy:

• The culture – We believe in bringing people together to share their skills, creativity, and ideas. We lead with curiosity and nurture a culture which is caring, sharing, and daring.

• The people – you will work closely with talented leaders and teams – people who are humble, passionate, and creative, people you can be proud to work with.

• The mindset – we embrace change and growth through confidence and are not afraid to try new things. Our motto is: Launch, Learn, Adapt.

• The opportunities – we invest in training and developing our teams and encourage career progression not only within PTL Limited but also within Harvest Technology plc, our holding Company.

PTL Limited is an equal-opportunity employer that values diversity. We are committed to fostering an inclusive space where all employees are valued and respected. Applications will be treated in the strictest confidence.