Job Description
As the primary point of contact for customers, under the supervision of the Customer Support Team Leaders and Management, the Customer Support Officer will provide first-line support through incoming telephone calls, emails, and other communication channels to respond to inquiries, provide general information, troubleshoot technical issues, and manage challenges arising from retail outlets.
Responsibilities
- Handle incoming and outgoing calls, emails, and other communications.
- Swiftly and accurately identify and resolve emerging issues.
- Provide appropriate solutions and/or workarounds.
- Deliver accurate and complete information, whether readily available or researched.
- Input and update service requests in the CRM.
- Maintain records of customer interactions, including filing relevant documents.
- Escalate, handle, and monitor service requests assigned to other teams.
- Manage suggestions and complaints.
- Perform effective hardware troubleshooting.
- Dispatch Field Support Personnel as needed.
- Identify and escalate general issues to Team Leaders.
- Provide product and service information to customers and colleagues.
- Route calls to appropriate teams.
- Follow policies, procedures, and guidelines.
- Recognize, document, and alert superiors of changing trends in inquiries.
- Follow up on open service requests to ensure resolution.
- Ensure thorough record-keeping.
- Consistently meet assigned goals and targets.
- Be flexible and perform other related duties as assigned.
Requirements
- Proficiency in relevant computer applications, Microsoft Office, and familiarity with CRM systems.
- Experience in a call centre environment.
- Knowledge of lottery, sports betting, and other retail gaming products and services is an asset (training will be provided).
- Excellent data entry and typing skills.
- Strong listening and verbal skills.
- Proficiency in English and Maltese, with strong verbal and written communication skills.
- Ability to multitask effectively and handle stressful situations independently.
- Flexibility to meet team needs, with availability to work shifts and weekends as required.
