Customer Service Manager

Job Description
Skillcast in Malta is looking to recruit a Customer Service Manager to join their team on a full-time basis.

Job Role:
The candidate will make part of the Customer Success Team that supports our corporate clients with their technology. Skillcast is a fast-growing SaaS technology firm with offices in the City of London and Malta (Mriehel). We help companies to digitise their compliance processes, such as staff training and help build more ethical, inclusive, and resilient workplaces. 

Responsibilities:

• Be part of a growing customer success team
• Be responsible for a portfolio of clients
• Set up and configure learning portals for your clients
• Build a good working relationship with client administrators
• Manage day-to-day requests such as adding users, assigning courses, and setting up email communications 
• Provide support to client administrators and their users via email and telephone
• Train client administrators using screen share
• Suggest improvements to client administrators and obtain feedback on our performance
• Engage customers to provide useful information and learn about their needs and future requirements.

Experience and Competencies:

• 1-2 years of customer service experience (business services, technology support, or travel industry would be a plus)
• Excellent spoken and written English
• Knowledge of MS Word, Excel, and Teams
• Experience in working with an online application such as Salesforce or HR databases or travel booking systems would be a plus
• Experience in working with ticketing systems, eg Zendesk would be a plus
• Ability to handle diverse clients diplomatically and tactfully
• Ability to rapidly learn new concepts and ideas
• Ability to ask critical, insightful questions and probe for information to facilitate problem-solving
• Ability to act as a calming and settling influence on difficult clients and tense situations
• Ability to quickly and efficiently identify key issues or variables to consider in making important decisions.

Why apply?

• Join a growing business in a thriving and innovative sector
• Competitive salary + Quarterly performance-related bonuses
• Hybrid working - two days in the office + three days working from home
• Penthouse office in Mriehel (center of the island) with designated parking and a large terrace.

Skillcast:
Skillcast provides e-learning and compliance technology to companies in the UK and around the world. Our mission is to help companies build more ethical, inclusive and resilient workplaces.