Call Centre Representative

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.

Vodafone Malta Limited - KMP-55516