Customer Service Assistant

Job Description

Application Closes: 31/07/2026

 

  BOV is looking for enthusiastic candidates to join a project‑based role that runs for a fixed period of 16 months. It’s a great chance to be part of an exciting initiative and gain experience in a dynamic, collaborative environment.

 

 

Role: Customer Service Assistant

Function: Chief Personal & Wealth Officer

Department: Personal Banking Channels

Section: Customer Service Centre

Reports to (Role): Senior Coordinator

 

 

 

Job Summary

Overall Purpose:

 

The jobholder shall support the Customer Service Centre during the rollout of the online banking platform and application by ensuring the swift and effective handling of customer queries and requests. The Customer Service Assistant will engage directly with customers, addressing a wide range of Internet Banking and Mobile App queries in a timely and effective manner, thereby fostering and strengthening the relationship between the customer and the business.      

 

Key Responsibilities

The job holder will be responsible for:

 

• Handling inbound calls concerning login issues, navigation challenges, and other basic technical difficulties associated with the online banking platform and application.
• Guiding customers through new features and enhancements while adhering to Bank’s policies and procedures.
• Performing first-level troubleshooting such as updating of app and escalating unresolved or complex technical issues.
• Capturing recurring customer issues or usability difficulties.
• Maintaining strong customer satisfaction by consistently meeting standard service levels, including effective call handling, minimal call waiting times, and reducing missed calls.

 

 

In addition to the specific functions, management may assign more duties as required for the job from time to time.

 

 

Attitude

• Be able to collaborate with team members and management.
• Be enthusiastic and willing to learn.
• Be flexible and performs in line with business needs whilst following standard operating procedures (SOPs).

 

Required Criteria

• Proficient in written and verbal communication in both Maltese and English.
• Demonstrated computer and digital literacy, with the ability to use technology effectively in daily tasks.

 

Desirable Criteria

• Previous experience in a Call Centre environment
• ECDL certificate

 

This role operates on a shift basis from Monday to Saturday.

Morning Shift: 07:45 – 14:15

Afternoon Shift: 13:45 – 20:15

Sundays and Public Holidays are designated as off days.

 

In our process of shortlisting candidates for the vacancy, please note that preference may be given to candidates whose profiles best align with the duties and responsibilities of the role.

 

Here’s what’s in it for you:

 

• Bank Holidays and additional vacation leave days over and above the statutory entitlement
• Free basic health insurance
• Accredited training programs from our BOV Learning Academy
• Study leave when employees decide to further their studies on part time basis
• Staff home loan rates for your dream home and other credit facilities at reduced interest rates
• Voluntary Occupation Pension Scheme (VOPS)
• Guarantee of working with an Equal Opportunities Employer as certified by the NCPE
• A budget dedicated to your children’s summer school costs

 

 

At BOV Group, we prioritise integrity, ethical behaviour and a strong work ethic. These principles form the foundation of the Bank’s core values: sustainability, excellence, innovation, integrity, and inclusion. All employees are expected to adhere to the Code of Conduct & Ethics, which outlines the standards for professional and personal behaviour. Commitment to these principles is essential for maintaining the BOV Group’s reputation and ensuring a positive, productive work environment.

 

 

The Bank ensures a fair, transparent, consistent and non-discriminatory treatment of employees on the basis of gender, gender identity, race, colour, ethnic, or social origin, genetic features, language, religion, or belief, political or any other opinion, membership of a national minority, property, birth, disability, age or sexual orientation.