Our client operating in the fire and security industry is looking for a Head of Customer Support to join their team. Your responsibilities will include:
Lead, manage, and support a team of support technicians
Schedule, allocate, and review all support tasks to ensure efficient service delivery
Manage and prioritise incoming support tickets through to resolution
Provide technical service support and coordinate servicing of client fire & security systems
Maintain quality control of all completed works and service outcomes
Carry out fault finding and diagnostics on fire & security systems as required
Prepare and issue quotations generated from support and service tasks
Act as the main 24/7 point of contact for client calls and emergency support
Ensure timely completion and distribution of service documentation to clients after job completion
Maintain clear and professional communication with clients regarding ongoing works and updates
Oversee service standards to ensure compliance, accuracy, and customer satisfaction
Identify opportunities for service improvements and support process efficiency
Liaise with internal teams to ensure smooth delivery of reactive and planned maintenance work
Requirements
Excellent level of English is a must; Maltese is preferred
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.
