Call Centre Agent

Position Overview:

As a Call Centre Agent, you will be the first point of contact for customers seeking assistance or information. Your primary responsibility is to provide exceptional customer service through effective communication, problem-solving, and a thorough understanding of company policies and procedures. This role requires strong interpersonal skills, a customer-centric approach, and the ability to work in a fast-paced environment.

Key Responsibilities:

Customer Assistance:

• Answer incoming calls from customers promptly and professionally.
• Provide accurate and detailed information.
• Resolve customer inquiries, concerns, and issues in a timely and efficient manner. 

Communication Skills:

• Communicate effectively with customers, ensuring clarity and understanding.
• Use active listening skills to gather relevant information and address customer needs.
• Maintain a positive and empathetic tone during interactions.

Problem Solving:

• Analyse customer issues and use problem-solving skills to provide appropriate solutions.
• Escalate complex problems to higher-level support or management when necessary.
• Document all customer interactions and resolutions accurately.

Efficiency and Time Management:

• Handle a high volume of calls while maintaining quality and efficiency.
• Adhere to schedules and call-handling guidelines to meet service level objectives.

Team Collaboration:

• Collaborate with team members and other departments to resolve customer issues.
• Share insights and feedback to contribute to process improvements.

Adherence to Policies and Procedures:

• Follow company guidelines and protocols for handling customer interactions.
• Ensure compliance with privacy and security regulations.

Customer Satisfaction:

• Strive to exceed customer expectations and contribute to overall customer satisfaction.
• Seek opportunities to enhance the customer experience.

Qualifications:

• Must speak Maltese.
• Excellent verbal communication skills.
• Strong problem-solving abilities.
• Ability to work in a fast-paced environment.
• Basic computer proficiency.
• Previous customer service or call centre experience is a plus.