Customer Service Centre Representative

Role: Customer Service Centre Representative

Function: Chief Personal & Wealth Officer

Department: Personal Banking Channels

Section: Customer Service Centre

Reports to (Role): Senior Coordinator

Job Summary

Overall Purpose:

To offer an optimal service to Customer Service Centre clients, handling all queries and requests efficiently and effectively. This includes, dealing directly with customers and responding to a variety of inquiries in a prompt and courteous manner, to well maintain and nourish the customer-business relationship.     

Key Responsibilities

The job holder will be responsible for:

• Maintaining high levels of customer satisfaction including the standard service levels that guide the unit in terms of call handling, call waiting, missed calls and others.
• Supporting calling customers in requests and issues related but not limited to the 24x7 suite of products, handling of ATMs, cards and other BOV channels.
• Handling customer issues and complaints efficiently to mitigate customer dissatisfaction, whilst carrying out follow-ups with third parties where necessary to ensure that all calling customers are serviced efficiently by the Bank.
• Keeping track of and up to date with product launches, circulars, company announcements, as well as Bank’s policies and procedures.
• Remaining up to date with Bank policies and procedures as well as obtaining all relevant information to be able to handle product and service inquiries.
• service.
• Maintaining an active communication and excellent working relationships with different stakeholders across the Bank.

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).

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.

Required Criteria

Previous proven work experience of one (1) year in a customer service environment AND 4 O Levels at Grade 5 or C or higher, including the English language, with proficiency in English and Maltese, both verbal and written.

OR

An MQF Level 6 Bachelor’s Degree in Business Administration, Retail, Banking or related area.

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
• Relocation assistance and packages for expats joining the bank
• 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.