Contact Centre Agent

Job description

The contact centre agent will form part of a team within our Contact Centre who will work directly with customers to understand their needs, answer their questions, and provide support to resolve at the first point of contact. He/She must also be a keen problem-solver who is adaptable and optimistic. A quick learner who is proactive and can work independently.

Duties & Responsibilities:

  • Answer all incoming calls, live chats, emails and performing outbound calls.
  • Resolve service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Assisting clients on boarding
  • Providing support to clients via CRM and other systems
  • Direct customers to online resources
  • Update customer records in the system, including notes about interactions
  • Pitch ideas for improving customer care
  • Admin and paperwork duties
  • Be vigilant with data protection and keep up to date with all data protection laws.
  • Take full ownership of clients to ensure first call resolution.
  • Follow communication procedures, guidelines and policies
  • Contribute to team effort by accomplishing related results as needed


Experience & Education Requirements

  • Ideally holds one year of experience in customer service
  • IT Savvy

Skills Requirements

  • Clear communicator – Effective use of oral, visual and written communication.
  • Have excellent written and spoken skills in English and Maltese
  • Respectful to others, treat all individuals with the utmost dignity and respect.
  • Strong attention to detail
  • Take ownership and responsibility for all duties required
  • Able to work under pressure
  • Willing to work on shift basis which might include; nights, weekends and public holidays


We are committed to attracting and selecting top people to join our team. We are also committed to creating a workplace that encourages individual growth; we value our people and their well-being.

What we offer:

Ongoing internal training

External training opportunities

Study Leave

Sponsorship schemes for further studies

Opportunities for career growth

Free health insurance

Employee referral incentive

Gym subsidy

All Applications will be acknowledged and treated with maximum confidentiality

Reference: CCMT01523

The enduring goal of Calamatta Cuschieri is that the composition of our workforce should reflect that of the communities in which we work.