The Customer Care Agent is responsible for delivering a high standard of customer service by responding to customer enquiries, resolving issues efficiently, and ensuring a positive customer experience across all communication channels. The role requires excellent communication skills, professionalism, and a customer-focused approach while contributing to the overall success of the Customer Care team.

Key Responsibilities

• Respond to customer enquiries via telephone in a professional, courteous, and timely manner.
• Manage customer enquiries and messages received through multiple communication channels, including email, web forms, social media, and other digital platforms.
• Handle customer complaints with empathy and professionalism, working to achieve timely and satisfactory resolutions.
• Accurately log customer interactions and complaints within internal systems and escalate matters to the relevant departments where necessary.
• Adhere to established quality standards, service level agreements, and average call handling time targets.
• Provide support as a backup receptionist when required.
• Maintain accurate customer records and ensure confidentiality of customer information.
• Work collaboratively with colleagues and other departments to deliver an excellent customer experience.
• Work on a shift basis in line with business and operational requirements.
• Perform any other duties related to the role as may be required to meet business needs.

Qualifications

• Ordinary Level standard of education.
• Proficiency in both Maltese and English, with excellent written and verbal communication skills.
• Good working knowledge of Microsoft Office applications, particularly Microsoft Word and Microsoft Excel.

Experience

• Previous experience in a customer service or customer care environment is considered an advantage.
• Experience within a contact centre or call centre environment will be considered an asset.

Core Competencies

• Excellent customer service and communication skills.
• Strong written and verbal communication in both Maltese and English.
• Positive attitude with a professional and customer-focused approach.
• Strong problem-solving and decision-making abilities.
• Excellent attention to detail and accuracy.
• Good organisational and time management skills.
• Ability to work both independently and collaboratively within a team.
• Flexibility to work shifts and adapt to changing business needs.
• Willingness to learn, develop, and continuously improve.
• Ability to remain calm and effective under pressure.
• Proficiency in Microsoft Office applications.
• Ability to think creatively, demonstrate initiative, and go the extra mile to deliver an outstanding customer experience.