Customer Support Associates

ECabs Operators Co. Ltd in Malta is currently looking to recruit a Customer Support Associate to join their team on a full/part-time basis.

Job Role:
The Customer Support Associate would be a great communicator who is professional, empathetic, responsible and who exudes a positive attitude! As a front-line employee, the Customer Support Associate role is extremely important for improving the eCabs customer’s journey and overall satisfaction.

Responsibilities:

• Answer incoming calls, resolving queries at the first point of contact whenever possible
• Respond to customer emails and social media messages
• Attend to face-to-face customer queries at eCabs head office
• Support internal departments with bookings and queries
• Build and develop strong customer relations, and accurately and efficiently place customer bookings through eCabs CRM
• Upsell where possible, by identifying opportunities to provide product information to customers
• Identify and escalate issues to Team Leaders, contributing to the ongoing development and improvement of the eCabs customer experience
• Take initiative and notify management of any trends or issues in customer queries
• Contribute towards the successful achievement of customer service KPIs, as well as own individual productivity and customer service targets.

Requirements:

• Strong interpersonal skills, with the ability to handle situations that require understanding, responsiveness and maturity
• Excellent phone etiquette. Great organisational skills. The ability to prioritise multiple tasks effectively and in a flexible manner in order to accommodate last-minute requests
• Willingness to align personal performance with the Contact Centre’s objectives
• Strong written and verbal communication skills
• Excellent computer skills (experience with Word, Excel and Outlook)
• Methodical approach with the ability to work under pressure
• Very importantly – a ‘can do’ attitude.