Call Centre Agent - Customer Service jobs in Malta - February 2024
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Call Centre Agent

Feelings Enterprises Limited , Central Malta

Published on 30 Jan 2024

Expires in 1 day (29 Feb 2024)


Feelings Enterprises Limited is currently looking to recruit a 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:

  • 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.

time
Full / Part time
Job Type
experience
Entry (0-12 months)
Experience Level
category
Customer Service
Category
industry
Business Support Services
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