Contact Center Agent

Our client, a well-established roadside recovery assistance company, is currently looking to employ Contact Center Agents for Day, Afternoon, and Night shifts, with the potential for overtime and remote working.

The ideal candidate will have excellent verbal and written communication skills, be able to work independently and in a team environment and have a strong customer service orientation.

• Respond to customer inquiries, complaints, and requests consistently and in a timely manner;
• Remain calm and empathetic when speaking with distressed motorists, listening carefully to their concerns and providing them with reassurance and helpful information.;
• Follow established protocols for dispatching assistance to motorists in need, such as towing services or roadside assistance;
• Assign jobs to the respective personnel on duty and follow up responsibly;
• Document each call and its resolution in a database or software program;
• Monitor customer feedback and suggest improvements;
• Follow up with customers to ensure satisfaction;
• Assist with any other ad-hoc tasks required.

WORKING HOURS:

DAY SHIFT: 06:00 - 14:00

AFTERNOON SHIFT: 14:00 - 22:00

NIGHT SHIFT (remotely): 22:00 - 06:00

SALARY STRUCTURE: BASIC 17K + Immediate Shift Allowances = 21K

• Previous customer service experience would be considered an asset
• Excellent verbal and written communication skills in both Maltese & English
• Able to multitask, and take quick decision making
• Hold strong coordination skills and able to work effectively in a fast-paced environment

• School Leaving Certification

• Shift allowance
• Towing and Home Assistance benefit
• Discounted insurance products
• On-the-job training throughout your career
• Birthday + Off-Peak leave
• Production bonus
• Health insurance