ICT Customer Care Assistant (temporary)

€26,940 - €26,940  |  Malta

Within this ICT Customer Care Assistant (temporary) role you will be working within the ICT unit and your main tasks and duties will include:

  • Greeting customers in a warm and friendly manner
  • Dealing directly with customers either by telephone, email or in person
  • Performing the necessary ticket triage in order to identify the impact, the urgency and the priority of the customer’s request(s) / tickets
  • Assigning customer tickets to the appropriate level of support or Service Desk Analyst
  • Recording the details of inquiries, comments and complaints
  • Handling and resolving complaints or escalate to the Service Desk team members that can handle the issue
  • Answering where and when possible to direct queries from the customers
  • Requesting clarification on specific issues prior to assigning to the appropriate support level
  • Tracking and updating issues in the ICT Service Desk Ticketing System
  • Performing appropriate escalations to the 2nd and 3rd Level of Support
  • Gathering information from the customers according to the required clarifications from 2nd and 3rd Level of Support
  • Communicating and coordinating with internal support teams
  • Following up on customer interactions with Service Desk
  • Following the relevant ICT guidelines and work instructions
  • Providing feedback on the efficiency of the customer service process


Education & Experience

  • Previous experience in a similar position is required
  • Be in possession of a certificate in Customer Care, Business or ICT


Skills

  • Be technically competent within the area of ICT 
  • Possess very good communication skills in English (any other additional languages would be considered advantageous)
  • Must have initiative, drive and high attention to detail 
  • Able to work well both individually and in a team

This ICT Customer Care Assistant (temporary) job is with a well established agency temping based in Malta.

Job Reference Code: PE948


  • Primary job focus
    Customer Service
  • Job type
    Temporary
  • Employment level
    Experienced
  • Employer industry
    Financial Services

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.

  • Job Reference
    PE948
  • Closing Date
    18/01/2019
  • Date Published
    12/11/2018
  • Status
    Shortlisting

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