Call Centre Representative

  • Basis:  Full-Time
  • Closing Date:  25 Oct, 2020
  • Job Ref:  KMP-55516

Job Description

We are looking for a motivated individual to work in our dynamic call centre team. The selected candidate shall be required to provide a courteous and efficient service to our customers whilst working in a dynamic environment and to ensure customer satisfaction is always first priority in our call centre.

Key Accountabilities / Key Activities:

  • Handle all enquires and requests received both by internal and external customers, according to company policy and to the satisfaction of the customer whilst being conscious about service levels.
  • Handle and process inbound / Outbound calls within a set target frame.
  • Handle and process Emails / Chats / SMS / Social Media enquiries within a set target frame.
  • Handle 1st level queries regarding all data related products and services offered by the company.
  • Handling of contract activations for both consumer and business team.
  • Handle 2nd level trouble shooting in trouble tickets and service requests.
  • Promote offers and services to customers through suggestive selling.
  • Use effective Next Best Activity (NBA) during calls to up sell and cross sell the company’s products and services at all times.
  • Keep up-to-date with data protection laws.
  • Keep up to date with all products and services we offer to ensure first call resolution where possible.
  • Handle assigned tasks and projects effectively with peers within the department as well as with other department contacts.
  • Attend required training and participate in team meetings.

Core competencies, knowledge and experience:

  • Fluent Maltese and English speaking is a must.
  • Selected candidate must have at least 1 year experience in a customer service role.
  • Experience in an administrative function would be considered an asset.
  • Minimum ‘O’ level standard in English, Mathematics and Maltese.
  • Completion of customer service related courses would be considered an asset.
  • Ability to work under pressure and meet deadlines.
  • Excellent verbal & written communication skills.
  • Familiarity with MS office computer skills or previous computer training.
  • Flexible to work shifts, including weekends & public holidays.