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Customer Experience Associate
Join Our Team as a Customer Experience Associate at Atlas Insurance!
The Customer Experience Associate plays a key role in understanding customer needs, resolving issues effectively, analysing customer feedback, and collaborating closely with internal teams to drive continuous service improvement.
The successful candidate will contribute directly to delivering an exceptional, consistent, and customer‑centric experience across all touchpoints, ensuring customer satisfaction, retention, and long‑term loyalty.
🌟 Key Responsibilities
- Monitor and evaluate customer interactions across multiple channels to ensure quality, consistency, and compliance with service standards.
- Analyse customer enquiries, complaints, and feedback to identify trends, recurring issues, and recommend opportunities for improvement.
- Collect and interpret customer insights through surveys, interviews, service reviews, and other feedback mechanisms.
- Prepare regular reports on customer satisfaction metrics and translate data into clear, actionable insights.
- Collaborate closely with Client‑Facing Departments and Product Teams to ensure alignment on service standards and customer needs.
- Ensure compliance with service guidelines, internal policies, and relevant regulatory requirements.
- Participate in service reviews and training activities to maintain and improve service standards
✅ What We’re Looking For:
- At least 2 years of experience in a customer experience role, preferably across multiple communication channels.
- Excellent spoken and written communication skills in both English and Maltese.
- Familiarity with customer satisfaction metrics, surveys and reporting tools.
- Strong customer‑centric mindset with a passion for delivering excellent service
- Good reporting skills with proven ability to understand data and translate insights into practical improvements
- Strong problem‑solving and complaint‑handling skills with high attention to detail and commitment to compliance
- Ability to collaborate effectively across departments and with multiple stakeholders
- Applications not meeting the above criteria, especially language and experience requirements, will not be considered.
About Us
#TeamAtlas reflects our commitment to crafting the right environment that empowers employees to provide the best possible services and products to our clients by continually investing in their wellbeing.
We offer reduced summer hours, sponsorships for professional qualifications and training, health insurance, staff discounts, and hybrid work amongst others.
#TeamAtlas is an equal opportunity employer committed to excellence, development and empowerment.
Ready to make an impact? Apply now and be part of our success story!
Atlas Insurance PCC Ltd:
The Atlas Group of Companies forms one of Malta’s foremost insurance and financial services organisations with a staff complement of over 170. The flagship company of the Group is Atlas Insurance PCC Limited (“Atlas”), a general business insurer operating an extensive intermediary network across the islands. Atlas was the first direct insurer to convert to a Protected Cell Company (PCC). Atlas gives promoters the opportunity to own their own EU insurance vehicle with less capital and less cost, also avoiding fronting requirements. Atlas is an independent PCC giving the option to promoters to outsource cell management to authorised insurance managers. Cells in Atlas can also write third party risks, where our substantial active core provides added security and flexibility. The company maintains substantial surplus funds over regulatory requirements. Atlas is a forward-looking insurer with ambitions for growth, always striving to identify and ready to exploit new business opportunities. Another member of the group is Ark Insurance Management PCC Limited that provides insurance management services for international general insurance and reinsurance companies including captives, protected cell companies and ILS fund managers.Ark also offers the hosting of management cells for third party foreign insurance managers which enables them to avail themselves of Ark’s local licensed insurance management services capability and representation at a lower cost when compared to obtaining a stand alone licence.
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