Customer Service Associate - Customer Service jobs in Malta - January 2025

Customer Service Associate

Inmarkets International Limited T/a Skillcast , Central Malta

Published on 04 Dec 2024

Expired on 03 Jan 2025


Inmarkets International Limited T/a Skillcast in Malta is currently looking to recruit a Customer Service Associate to join their team on a full/part-time basis.

Overview:

Skillcast is a B2B provider of e-learning and staff compliance management. We help companies train and motivate their employees to act with integrity and comply with laws and regulations. Our clients are from all sectors, but the financial services sector is a major focus.

Skillcast is a provider of e-learning and compliance technology that helps companies to build ethical, inclusive, and resilient workplaces and a culture of compliance with regulations and standards.

We are introducing a new role of Customer Service Associate to support the Customer Success Managers

In your role you will work on our systems ensuring you are responding to our client queries through our ticket management system and support work done in our bespoke LMS.

Responsibilities include

Client interaction:

  • Handle incoming client requests in Intercom with quick, accurate turnaround to routine questions
  • Respond to customer requests in a timely manner according to Service Level Targets via incoming calls and CRM System (Intercom)
  • Triage client requests and use best practices to provide appropriate solutions and/or escalations
  • Provide accurate information regarding our products and services to our clients.

Client administration and system management:

  •  Data entry and maintaining customer databases on the Learning Management System (LMS)
  • Update other Skillcast systems and reference material as needed (Guru).

Support the Customer Success Management team:

  • Facilitate the upkeep of client portals and other tasks
  • Enhance the overall customer experience and streamline processes by highlighting common issues and trends raised by clients
  • Monitor and escalate complex problems to the CS team or team leaders when necessary.

Skills and Attributes:

  • Minimum of 2 years' experience of customer service with CRM or systems management and ticket handling experience (e.g. Zendesk, Intercom would be considered an advantage)
  • Proven experience of following processes and procedures whilst offering solutions for improvement of the customer service experience for the client
  • Excellent communication skills, both verbal and written (English)
  • Ability to multitask and prioritise effectively in a fast-paced environment
  • Strong organisational skills and a methodical approach to workload planning and task execution
  • Excellent interpersonal skills, enabling seamless collaboration and relationship-building both internally and externally
  • Extremely self-motivated, ability to thrive independently and as a strong contributor within a team environment.

Benefits:

  • Join our international company that is growing rapidly in a thriving and innovative sector
  • Hybrid working pattern – currently a minimum of 2 days per week at our office and 3 days per week working independently and proactively from home
  • Competitive salary
  • Contributory Pension
  • Private Medical Health Care Plan
  • Life Assurance.

Skillcast:
Skillcast provides e-learning and compliance tools to companies in the UK and around the world. Our operations teams in Malta work with our clients to build and deliver content and technology to help clients with their compliance programmes. Our mission is to help build ethical, inclusive and resilient workplaces. We are based in a great penthouse office in Mriehel with a garden terrace and designated parking. 

salary
€25,000 to €27,000 / year
Salary
time
Full / Part time
Job Type
experience
Intermediate (1-3 years), Experienced (3 years +)
Experience Level
category
Customer Service
Category
industry
Business Support Services
Industry

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