JOB TITLE: Customer Support Representative
(Italian and English Speaking)
LOCATION: Birkirkara, Malta (Hybrid job) · CSR · Full-time
Description
Our team is expanding, and we are now looking for Customer Support Representatives - English and Italian Speaking, to handle technical customer support requests and enquiries in a professional manner and to the satisfaction of the customer as well as to monitor multiple systems used by the Company.
The opportunity:
We are exploring ways to grow our team and in taking ownership of this role, your areas of responsibility will be:
Provide first-line support and first contact resolution to customers.
Respond efficiently to customer inquiries and maintain a high level of customer satisfaction.
Identify the customers’ needs and assist customers with their queries.
Handle complaints professionally, provide solutions and follow up to ensure resolution.
Provide valid, precise, and complete information using the proper methods and tools.
Actively monitor traffic, and identify, and report any issues according to the Company’s procedures.
Escalate technical issues using the SOPs of the Company.
Build rapport and trust with customers through open and interactive communication.
Work proactively to identify issues that may arise before the customer reports such issues.
Follow communication procedures, guidelines, and Company policies.
Any other task assigned by the management and as required from time to time.
Requirements
We are looking for individuals with IT skills, an ordinary level of education, and proven customer support experience or experience working in a customer-facing role.
Additionally, the ideal candidate will be:
Passionate about Customer Service where customer satisfaction and first contact resolution immediately come to mind.
Customer-centric team player with a ‘can-do’ attitude.
Excellent verbal and written communication skills in English and Italian.
Strong analytical, technical troubleshooting and problem-solving skills.
Able to handle difficult or sensitive situations with tact and diplomacy.
Able to adapt, multitask and prioritise.
Able to keep up to date with the latest technologies, products, services, and SMS industry.
The selected candidate must be available to work on a 24/7 roster including weekends and public holidays. This position is hybrid (mornings - onsite and weekends/PH/afternoons/nights - remote).
Benefits
By joining the Company, you will have the opportunity to work with an ambitious team that strives to deliver with great team spirit and a multicultural environment. We believe that our employees are our greatest asset and apart from providing a competitive salary, you will also be provided with:
Hybrid working
Career progression
Health Insurance
Life Insurance
Discounts on other insurance policies
Employee wellness allowance
Fresh fruit and snacks
Team activities
Casual dress code
An opportunity to live and work in the sunny Mediterranean island of Malta
If you enjoy working with people and you want to join a team of dynamic and talented individuals, then this is the next step in your career!
TO FIND OUT MORE AND/OR TO APPLY PLEASE SEND A COPY OF YOUR CV TO CHRISTINE@GRS-RECRUIT.COM