Our client within the banking sector is currently seeking a Contact Centre Agent. This is a full-time contractual position operating on a shift basis, rotating between morning and afternoon shifts.
The role involves assisting customers by providing clear and accurate information and resolving queries at the first point of contact where possible, while consistently delivering a high standard of service to enhance the overall customer experience.
Responsibilities:
Handle inbound customer calls promptly and professionally.
Accurately log customer interactions, including any required follow-up, and aim to resolve queries at first contact.
Respond to customer enquiries via email, internet banking, and instant messaging channels in a timely and effective manner.
Guide customers in making the most effective use of the Bank’s services and actively promote the use of direct and digital channels.
Assist customers by answering queries in line with established procedures and guidelines.
Meet agreed service levels and continuously strive to improve service quality.
Work collaboratively within a team environment, with a strong focus on customer satisfaction.
Proactively identify opportunities to promote the Bank’s products and services
Participate in projects and activities as required from time to time.
Ensure full compliance with the Bank’s policies, guidelines, and procedures at all times.
Carry out standard office duties, including processing mail, answering phone calls, filing, and ordering office supplies.
Perform any other reasonable duties as assigned.
Requirements:
Fluency in both Maltese and English.
Strong verbal and written communication skills.
Excellent analytical and interpersonal abilities.
Reliable, organised, detail-oriented, and able to work under pressure.
A team player with the ability to work independently when required.
Customer-focused with a strong commitment to service quality.
Computer literate with good knowledge of MS Office applications.
Demonstrates commitment to continuous self-development.
Previous experience working in a call centre environment.
Knowledge of traditional banking products and services.
Possession of, or currently working towards, a relevant banking qualification.
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.
