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In this role, you will handle escalated customer queries and complaints. You will focus on understanding customers’ concerns and claims, gauging their needs, and providing solutions within the boundaries set by management. You will also play a key role in supporting GO Energi sales, where you will understand customers’ requirements and handle the documentation needed for the government grant.

Additionally, you will support indirect channels as part of your day-to-day operations. You will deliver an excellent standard of service through all means of communication, ensuring that you meet and exceed customers’ expectations. You’ll also have the opportunity to suggest improvements to processes and systems, making a meaningful impact on procedures.

Does this sound like you? Here’s what you need to have to match our requirements:

• O Level standard of education. 
• Have at least 3 years’ experience working within a commercial support environment. 
• Have a strong customer-centric approach to service delivery. 
• Be fluent in written and spoken English and Maltese 
• Have a good level of computer literacy in the use of standard office automation tools. 
• Highly organized with a strong ability to prioritise across multiple tasks. 
• Be able to work with minimal supervision. 
• Conversant with Cerillion, Lite-Vu, Salesforce and Nitt. 

This is how you can hit a few more plus points for this position:

• Proficiency in Excel 

If this describes you, then this is a glimpse of what you'll be doing:

• Carry out duties related to a smooth activation process, changes required to existing services, number portability, data inputting and customer related data cleanliness; 
• Manage and update the Master Address Database; 
• Ensure compliance with internal policies and regulatory requirements across all customer service activities; 
• Manage tasks and case queues in Nitt/Salesforce, according to KPI’s assigned; 
• Provide support in sales campaigns and initiatives; 
• Handle and resolve escalated customer inquiries and complaints promptly and effectively; 
• Ensure the delivery of exceptional customer service by adhering to company standards and protocols; 
• Build and maintain strong relationships with key customers to enhance customer satisfaction and loyalty;  
• May be assigned different duties in accordance to Group exigencies from time to time. 

What’s in it for you? Joining our team comes with a lot of benefits!

Here’s a glimpse of what we’ll offer you for being brilliant:

• No more bills! Free UNLIMITED GO services for your home and mobile 
• Four weeks paid birth leave for all non-birthing parents 
• Private Hospital Health Insurance, to protect you from unexpected, high medical costs 
• A budget to spend on your own personal and/or professional development 
• Therapy sessions to support your needs in collaboration with Richmond Foundation 
• A budget dedicated to your children’s summer school costs 

And more…