Customer Service Centre Representative

We are currently seeking a Customer Service Centre Representative.

Function: Chief Personal and Wealth Officer.

Branch / Unit: Customer Service Centre.

Job summary

Overall purpose

To offer an optimal service to Customer Service Centre clients, handling all queries and requests efficiently and effectively. This includes, dealing directly with customers and responding to a variety of inquiries in a prompt and courteous manner, to well maintain and nourish the customer-business relationship.

Key responsibilities

The job holder will be responsible for

• Maintaining high levels of customer satisfaction including the standard service levels that guide the unit in terms of call handling, call waiting, missed calls and others.

• Supporting calling customers in requests and issues related but not limited to the 24x7 suite of products, handling of ATMs, cards and other BOV channels.

• Handling customer issues and complaints efficiently to mitigate customer dissatisfaction, whilst carrying out follow-ups with third parties where necessary to ensure that all calling customers are serviced efficiently by the Bank.

• Keeping track of and up to date with product launches, circulars, company announcements, as well as Bank’s policies and procedures.

• Remaining up to date with Bank policies and procedures as well as obtaining all relevant information to be able to handle product and service inquiries.

• Supporting the Customer Service Centre in maintaining an active communication and excellent working relationship with stakeholders across the Bank to service Branches and other internal Units to ensure the providence of an optimal customer service.

• Maintaining an active communication and excellent working relationships with different stakeholders across the Bank.

All necessary Support and Training will be provided by the Bank through its own Accredited Learning and Development Academy.

In addition to the specific functions, management may assign more duties as required for the job from time to time.

Attitude

• Be enthusiastic and willing to learn.

• Be flexible and performs in line with business needs.

• Be able to collaborate with team members and management.

• Can effectively follow standard operating procedures (SOPs).

This job is being offered on a shift basis.

Required education

• Minimum of 4 O Levels at Grade 5 or C or higher including in English Language (other Financial related MQF Level 3 and 4 equivalent or higher educational paths may be considered).

• Fluent in Maltese and English verbal and written communication

Desirable criteria

• Preference may be given should you possess a minimum of one year experience in a Customer Service Centre environment.

The Bank reserves the right to close this vacancy earlier if the number of vacant posts are filled.

Here’s what’s in it for you

• Bank holidays and additional vacation leave days over and above the statutory entitlement.

• Free basic health insurance.

• Relocation assistance and packages for expats joining the bank.

• Accredited training programs from our BOV Learning Academy.

• Study leave when employees decide to further their studies on part time basis.

• Staff home loan rates for your dream home and other credit facilities at reduced interest rates.

• Voluntary Occupation Pension Scheme (VOPS).

• Guarantee of working with an Equal Opportunities Employer as certified by the NCPE.

• A budget dedicated to your children’s summer school costs.

The Bank ensures a fair, transparent, consistent, and non-discriminatory treatment of employees on the basis of gender, race, colour, ethnic, or social origin, genetic features, language, religion, or belief, political or any other opinion, membership of a national minority, property, birth, disability, age or sexual orientation.