Customer Support Agents - Customer Service jobs in Malta - January 2025

Customer Support Agents

Vittoria Services , Central Malta

Published on 21 Aug 2024

Expired on 20 Sep 2024


We at Vittoria Services are looking to recruit Customer Support Agents to join our team on a full-time basis. We believe in providing an excellent, efficient, and high-level customer service experience to our players/customers. Customer support handles all customer contacts through calls, emails, and web chats. A multi-skilled agent is one that is able to effectively cope in an ever-changing environment. Such a CSR offers an essential, value-adding service that aims to provide the first-call resolution to our players/customers and continue to add value and exceptional customer service.

*Candidates applying must either have the right to work in Malta (EU/EEA/Swiss) or possess a valid work permit to date - a change of employer application process can be assisted.

Start Date:

November 4th 2024 (tentative start date)

7am-4pm (subject to change according to business needs).

Job Purpose:

As a Customer Support Agent you should be able to effectively cope in an ever-changing environment while providing fast, efficient customer service. Such a CSR offers an essential, value-adding service that aims to provide first contact resolution to our customers both quickly and at a high level of quality.

Key Role Responsibilities:

  • Answer inbound calls, emails, and web chats related to Sports, Racebook, Casino, and Poker inquiries in a professional manner;
  • Strive for first contact resolution for Sports, Racebook, Casino, Customer Service, and Poker inquiries;
  • Offer exceptional and proactive Customer support, which exceeds all customer/player expectations and seize opportunities to upsell products including Bitcoin when they arise;
  • Provide helpful Customer Support by identifying customer needs, resolving customer concerns, and processing customer transactions including deposits and withdrawals;
  • Be knowledgeable in all necessary areas regarding the business and its products;
  • Ensure phones are logged in and respond in a timely manner to email and chat inquiries according to internal procedures and policies;
  • Ability to liaise with other departments to address customer/player’s inquiries (i.e., BTC, Fraud and Financial Services);
  • Can quickly identify and report any technical issues relating to system issues and errors to the appropriate team;
  • Perform additional duties and project work as assigned.

Key Personal Capabilities:

  • Candidate must have a sound knowledge of Sports; knowledge of the wider gaming industry will be considered an asset;
  • Has at a minimum of basic knowledge of internet troubleshooting;
  • Passionate about adding value to a customer’s experience and interaction;
  • Excellent telephone, email, and web chat etiquette with strong verbal and written communication skills;
  • Continue to attend training / upskilling sessions to improve product specific and systems knowledge;
  • Has basic troubleshooting and Multitasking skills;
  • Able to portray a professional and positive attitude and can live up to our Company values;
  • Be a strong team player who can motivate and drive team success;
  • Can demonstrate flexibility and reliability in shifting schedules;
  • Savvy in the use of Microsoft and Mobile applications;
  • Dedication and enthusiasm;
  • Strong command of English.

Currently, our employee benefits comprise of the following :

  • Great location at Spinola Bay
  • Competitive compensation
  • On-site and off-site events 
  • Local + Global Recognition Schemes with awards & prizes
  • Pay for Performance (P4P) / Discretionary increase/bonus
  • Health Insurance with preventative care (eye+dental)
  • Fruit basket
  • Tea biscuits
  • On-site Spinola Park Gym 
  • Training and other Events to support your career
  • Discount card with on-site foodcourt Carob Tree
  • Close-by Childcare Centre
  • Suggestion Box – let us know what you think!
  • Library (bring & share)
  • Company sponsored car park
  • Cash and/or Prize Competitions!
  • Team Building Events 
  • Birthday Surprise Gift
  • Discretionary Christmas gifts
  • Wellbeing Policy
  • Relaxation room
  • Fun Thirsty Thursdays

This position is remunerated with €26,779.00 per annum and pro-rated.

Schedule: Monday – Sunday with 2 days off (not necessarily consecutive days off; shifting schedules).


Vittoria Services:Vittoria Services is a Malta-based multi-brand capable contact centre offering premium customer care. We offer a customer journey that is positive and collaborative.Outsourcing your customer care requires trust and choosing Vittoria Services will validate that trust with our outstanding service specialists who value your client relationships as much as you do.


salary
€26,779 / year
Salary
time
Full Time
Job Type
experience
Entry (0-12 months)
Experience Level
category
Customer Service
Category
industry
Business Support Services
Industry


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