Call Centre Agent

A client of ours is looking for a Call Centre Agent to join their team. Your main responsibilities will be to:

• Act as the first point of contact for customer enquiries via phone and email.
• Handle and log customer service requests accurately in the service management system.
• Coordinate engineer visits and allocate service appointments according to customer requirements and operational priorities.
• Monitor open service cases and keep customers informed of appointment arrangements, progress, and expected completion times.
• Work closely with field-based technical personnel and internal teams to ensure service requests are handled efficiently from initial contact through to resolution.
• Assess incoming issues, determine levels of urgency, and escalate matters appropriately when additional technical or managerial support is required.
• Maintain up-to-date customer information, service records, and related documentation.
• Build positive customer relationships by providing clear communication and a consistently helpful and professional service.
• Support the wider service function with general administrative and coordination activities as required.

Requirements

• Excellent level of English and Maltese is a must.
• Good knowledge of multifunction printers, managed print services, and Xerox technologies.
• Strong customer service, communication, and interpersonal skills.
• Proficient in Microsoft Office and customer/service management systems.

Benefits

• Summer hours
• Health insurance

Education and experience

• Previous experience in customer service, call centre, administration, helpdesk, or managed print services is an asset.

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Customer Service Jobs in Malta include roles that link the customer to the organisation, and ensure customer satisfaction with the product or service received. Jobs in customer service include customer support, front office, technical support and call centre roles.