Customer Support Agent

Job Description
COOL in Malta is looking to recruit a Customer Support Agent to join their team on a full-time basis.

Our opening hours are 24/7 from Monday to Sunday. The Customer Support Agent will be required to work on a roster basis from Monday to Sunday as per opening hours (depending on company needs).

The Position:
Reporting to the Customer Experience Manager as well as cooperating with the Operations Manager and Fleet Manager, the Customer Support Agent will be responsible for:

• Monitoring the live system while assisting with internal and external enquiries through phone calls, emails and social media messages.
• Dealing with queries related to the vehicle, traffic situation and diversions as well as driver availability.
• Refer any car faults or damages to the Fleet Coordinator to be able to pursue further.
• Overseeing that the drivers are checking the fleet before and after every shift.

The Requirements:

• Familiar with a customer-centric environment, previous experience working in a similar environment would be considered an asset.
• Possess effective communication and writing skills in English. Knowledge of Maltese or any other language is an advantage.
• Trustworthy problem solver with the ability to work in a fast-paced, dynamic environment.
• Organized team player with strong communication skills.
• Working knowledge of Microsoft Office / Internet.

What we Offer:

• Competitive remuneration package;
• Continuous development and mentoring;
• Flexible working arrangement;
• Employee referral scheme;
• Weekly breakfast;
• Monthly treats;
• Employee discounts.

*The Position is offered on a full-time basis, our opening hours are 24/7 from Monday to Sunday. The Customer Support Agent will be required to work on a roster basis from Monday to Sunday as per opening hours (depending on company needs).

COOL:
What is COOL? COOL forms part of Debono Group, the sole representative of Toyota Motor Corporation in Malta. COOL is the first on-demand ride-pooling service in Malta, offering passengers the chance to share their ride with fellow travelers heading in the same direction. This saves time in pickups and drop-offs, ensuring that trip times are comparable to those of standard cabs, even when sharing with multiple passengers.