Call Centre Advisor

  • Basis:  Full-Time
  • Closing Date:  11 Oct, 2019
  • Job Ref:  KMP-48255

Job Description

We are looking for a motivated individual to work in our dynamic call centre team. The selected candidate shall be required to provide courteous and efficient service to our customers whilst working in a dynamic environment and to ensure customer satisfaction is always the first priority in our Call centre.

Key Accountabilities / Key Activities:

  • Handle all enquires and requests received both by internal and external customers, according to company policy and to the satisfaction of the customer whilst being conscious about service levels
  • Handle and process inbound / Outbound calls within a set target frame
  • Handle and process Emails/Chats/SMS/Social Media enquiries within a set target frame
  • Handle 1st level queries regarding all data-related products and services offered by the company
  • Handling of contract activations for both Consumer and Business team
  • Handle 2nd level troubleshooting in trouble tickets and service requests
  • Promote offers and services to customers through suggestive selling
  • Use effective Next Best Activity (NBA) during calls to upsell and cross-sell the company’s products & services at all times
  • Keep up-to-date with data protection laws
  • Keep up to date with all products and services we offer to ensure first call resolution where possible
  • Handle assigned tasks and projects effectively with peers within the department as well as with other department contacts
  • Attend required training and participate in team meetings.

Core competencies, knowledge and experience:

  • The selected candidate must have at least 1-year experience in a customer service role.
  • Experience in an administrative function would be considered an asset.
  • Minimum ‘O’ level standard in English, Mathematics and Maltese.
  • Completion of customer service related courses would be considered an asset.
  • Ability to work under pressure and meet deadlines.
  • Excellent verbal & written communication skills.
  • Familiarity with MS Office computer skills or previous computer training.
  • Fluent Maltese and English speaking is a must.
  • Flexible to work shifts, including weekends & public holidays.