Specialised Support Agent

Melita Ltd in Malta is currently looking to recruit a Specialised Support Agent to join their team on a full-time basis.

Are you a self-motivated person who enjoys a good challenge and solving problems? We are looking for Specialised Support Agents who can provide courteous and efficient service to our customers whilst ensuring customer satisfaction is always a priority. You will be acting as the first point of contact for our Italian speaking customers providing a high level of customer service via phone, emails, and chat.

Responsibilities include:

• Following-up on customers' requests/issues and guide customers accordingly;
• Identifying selling opportunities with existing and potential customers;
• Adapting your communication approach according to the situation;
• Ensuring first contact resolution and that customers’ issues are solved within acceptable timelines;
• Understanding and resolving customer complaints in a professional manner;
• Making sure tickets are resolved within their respective SLA;
• Other customer care tasks as may be required by the Company.

• Be fluent in writing and speaking Italian at a professional level and have good knowledge of speaking English;
• Have an ability to handle difficult or escalated cases calmly and with professionalism;
• Be able to multitask and prioritize work tasks;
• Have a Positive and professional attitude;
• Enjoy working within a positive team environment.