Contact Centre Agent

Middlesea Assist Ltd is looking to recruit a full-time Contact Centre Agent with an interest in IT matters. The role is on a 24/7 shift basis but entails mostly working between 6 am and 10 pm. The main duty of the Contact Centre Agent is to handle incoming calls for assistance services and dispatch the needed service within the agreed time frame.

Job responsibilities and duties:

• Answer and handle incoming calls for assistance services;

• Correspond with contractors network by phone or email;

• Receive and handle online chats;

• Resolve and document call information according to standard operating procedures;

• Other contact centre-related duties as may be assigned;

• To assist with employee or network user incidents.

Qualifications and skills:

• Excellent communication skills - verbal and written;

• Excellent command of the English language (Maltese and a third language will be considered an asset);

• Be able to prioritize work in accordance with the exigencies of the company;

• Proficient in main Microsoft applications including the ability to learn and navigate new software;

• Knowledge of basic home installation (would be considered an asset);

• Experience in a call centre environment (would be considered an asset);

• Knowledge of customer service practices and principles (would be considered an asset);

• Minimum requirement of 3 O' levels one of which must be the English language.

Benefits upon employment:

• A gross annual salary of €19,200;

• Shift allowance;

• Entry performance bonus;

• Paid breaks and comfort breaks;

• Towing and home assistance benefit;

• Discounted insurance products;

• On-the-job training throughout your career.

Benefits upon 3 months of employment: 

• Work-from-home benefit.

Benefits upon successful completion of probation period:

• Birthday leave;

• Off-peak leave;

• Full performance bonus.

Benefits after one year of employment:

• Health insurance;

• Variable salary.

Middlesea Assist Ltd

Established in 2012, Middlesea Assist brings together Mapfre Middlesea plc, Malta’s leading insurer and Mapfre Asistencia, the majority shareholder and multinational assistance company with a presence in five continents. Thanks to a complex network of corporate companies and a selected network of local providers, Middlesea Assist specialises in various assistance services and warranties with a special focus on roadside, home and medical assistance both locally and worldwide.