Contact Centre Agent (Technical and Customer Care Support)

Define the Future with us

We are looking for ambitious individuals who can connect with absolutely anyone. Our Contact Centre Team values a customer-centric approach and ensure, more than anything else, to provide support to our customers in the best way possible.

The role of Contact Centre Agent embodies the multi-skill model of our contact centre, offering the one-stop comprehensive solution for both technical support and general customer care queries.

Your mission is to interact with customers through various channels. Provide general service/product information and troubleshoot both service and technical support matters. You will be a member of our most skilled agents.

Expected Hours of Work: This is a full-time position 40 hours/week Monday to Sunday on a scheduled roster.  Availability of evenings and weekend work is required.

Does this sound interesting to you? Here’s what you must have to match our requirements;

• Strong command of verbal and written communication in the English and Maltese language;
• In possession of a school leaving certificate (MQF Level 1) and/or 1-year continuous working experience;
• Proficient in but not only MS computer applications;
• Technical background with basic telecommunications equipment connectivity;
• Ability to think on your feet and meet customers at their level;
• Ability to multitask effectively and handle stressful situations appropriately;
• Excellent data entry and typing skills.

Does this sound like you? Here’s how you can hit a few plus points for this position:

• 1 year of continuous experience in a contact centre environment;
• 3 O’ Level passes or equivalent and/or a recognized MQF level 2 qualification;
• Ability to add personality to interactions: Be conversational – yet professional;
• Superior listening skills and knowledge of customer service best practices and principles;
• High levels of adaptability and intrinsically driven towards efficiency.

If this describes you, then this is a glimpse of what you'll be doing:

• Provide an excellent standard of service on both technical support and general customer care queries of but not only product and service information on online, e-mail, calls and any other support channel to ensure that customers’ expectations are met and exceeded;
• Ensure that all problems are resolved speedily achieving the best levels of first contact resolution and excellent customer satisfaction;
• Carry out effective troubleshooting, following up of interactions and logging of customer conversations as per standard operating procedures;
• Be capable of identifying new sales, upselling or cross-selling opportunities from possibly every contact interaction and seal the deal immediately;
• Be responsive and flexible to business working hours and team needs, maintaining a professional approach at all times;
• Regularly meet targets set by line management;
• Corresponding with customers or enquirers via calls, and digital channels such as but not only WhatsApp, live chat, email and social media according to company practices;   
• Alert the line management of trends in customer interactions;
• Be prepared to undergo further training to keep abreast with customers’ needs;
• Process sales orders and agreements;
• Other duties as assigned.

What’s in it for you?

Joining our team comes with a lot of benefits! Here’s a glimpse of what we’ll offer you for being brilliant:

• No more bills! Free UNLIMITED GO services for your home and mobile
• Four weeks paid birth-leave for all non-birthing parents
• Private Hospital Health Insurance, to protect you from unexpected, high medical costs
• A budget to spend on your own personal and/or professional development
• Therapy sessions to support your needs in collaboration with Richmond Foundation
• A budget dedicated to your children’s summer school costs
• And more…

We'll recruit as soon as we find our match. Don't think twice - apply now!