Customer Experience Representative

PTL Limited is looking to recruit a Customer Experience Representative (CER), within the company’s Service Desk to join its team on a full-time basis.

Job role:
PTL is a long-established IT company providing enterprise-level IT solutions in Malta and it forms part of Harvest Technology plc. PTL partners with major names like IBM, Cisco, Microsoft, Lenovo, and NCR. PTL has a team of more than 70 dynamic professionals, and 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.

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.

Responsibilities:
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 CER is required to be a team player, possess a can-do attitude, be a customer, 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 center or customer-facing role is preferred.

• 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 on-site parking facilities, an on-site gym, an employee wellness benefit, an employee assistance program, flexible working conditions, scholastic sponsorships, and opportunities to obtain industry certifications, amongst others. after the closing date.