Customer Care Representative

Our client is seeking a Customer Care Representative to act as the frontline voice of the organisation, responsible for resolving customer issues and maintaining high levels of satisfaction and providing essential support by answering inquiries, processing orders, and protecting the company’s reputation.  

The Main Responsibilties include: 

• Respond to customer queries via phone, email, live chat, or social media with timely and accurate information.  
• Resolve complaints by identifying root causes and implementing effective solutions.  
• Handle orders, returns, refunds, and account updates according to company policy.  
• Maintain detailed and accurate records of all customer interactions within the Salesforce system.  
• Provide product or service troubleshooting and usage support.  
• Direct complex issues to senior staff or specialised departments as required.  
•  Follow established communication scripts and service standards to ensure quality.  
• Feedback Collection: Report customer trends and feedback to management to assist in service improvements.  
• Meet performance targets regarding response times, resolution rates, and satisfaction scores.  
•  Work alongside internal sales, technical support, and logistics teams.

Working Hours: 

Monday - Friday, 8.30AM - 5PM 

Requirements

• Fluency in both Maltese & English in a must
• Proven ability to handle a high volume of interactions while maintaining professional standards.
• Strong focus on accuracy and detail
• Ability to multitask, prioritise, and manage time effectively in a fast-paced environment.
• A high level of empathy, patience, and professionalism.
• Strong verbal and written communication skills.

Education and Experience

• Previous experience in customer service or call centre environments is an advantage.
• Experience in problem-solving and conflict resolution.
• Proficiency using Salesforce, ticketing systems is an asset.
• Proficiency in Microsoft Office is a must