Customer Support Assistant (Night shift)

Job Description
Shortletsmalta Limited is currently looking to recruit a Customer Support Assistant  (Front Office) working night shifts to join their team on a full-time basis.

Job Role:
The role is crucial to the Company's operations as the Customer Support Assistant shall be the main point of contact with all clients prior to and throughout their stay in Malta. We are looking for energetic and dedicated team players, focused on customer service with excellent communication skills over the phone, by email, messaging, and webchats, as well as in direct contact with clients.

*ONLY EU/EEA/Swiss nationals who are eligible to work in Malta, or other nationals who are currently in possession of a valid work permit may apply.

Responsibilities:

• Ensure that our clients receive all necessary information prior to their arrival
• Respond to all inquiries related to new bookings and act swiftly to close off new reservations
• Support remotely clients who have difficulty to self-check-in
• Proactively engage with clients to deal with any issues or emergencies they may have during their stay
• Prioritize, plan, and coordinate with other departments to ensure that any issues reported are dealt with in a prompt and efficient manner
• Assist in the quality assurance process, checking and dealing with issues on-site and meeting clients as necessary
• Report and schedule any work needed to the respective departments on issues reported by clients to be handled the following day.

Requirements:

• Fluent in English - both verbally and written - and at least another European language (other than Maltese)
• Willing to work 10/12-hour shifts including weekends and public holidays
• Excellent customer service skills and ability to work independently
• Can work under pressure, especially during peak season
• Computer literate, conversant with MS Office applications, and can use specific software related to operations as well as online means of communication 
• Possess excellent verbal and written communication skills
• Organized, professional, and smart in appearance
• Have a positive outlook and be proactive to handle client requests
• Experience in a similar role will be considered an asset.

Benefits:

• An attractive salary, matching experience in a similar role
• Performance bonus
• 25% commission on upselling of ancillary services
• Training will be provided
• Use of Company mobile phone and e-scooter to move around.

Shortletsmalta Limited:
Shortletsmalta is a leader in the holiday rentals and hospitality sectors offering a full range of services to enhance the customer experience for its clients.  Managing over 150 properties and four B&Bs the company has built a solid reputation in providing a variety of quality accommodations to meet different needs and expectations.  We offer a vast range of properties and services from comfortable apartments in central locations to luxury villas for our discerning clients who want to relax in great surroundings. Shortletsmalta prides itself in employing a dynamic workforce, all experienced and dedicated staff, making it an ideal workplace for those who seek to start, or further enhance, their career in the hospitality sector.