Customer Support Officer

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.

National Lottery plc - KMP-94966