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
Requirements
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
Remuneration
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.”
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