Customer Care Agent
Introduction
We're a leading financial institution, a key player in the Maltese market and part of a highly diversified multi-national group of companies. Employing a team of 270 employees, the Bank offers a full range of lending and savings solutions to both personal and business customers. We strive to offer a highly personalised service through our network of twelve retail branches spread across the Maltese Islands.
We're a team of inspired people who believe that opportunities start with a conversation.
Duties & Responsibilities
You will be responsible for:
- answering customers’ queries and providing a high level of customer service via the Banks communication channels, whilst making best efforts to resolve queries on first contact;
- handling inbound customer’s calls and written requests, annotating any follow-ups and callbacks in a timely and appropriately manner;
- handling outbound calls, assisting, guiding customers to use the Bank’s services and promoting use of the Bank’s direct channels;
- assisting customers by answering to their queries whilst adhering to Bank’s procedures and all other relevant regulatory requirements at all times;
- achieving the set performance objectives through effective use of resources;
- assisting and liaising with other Units/Departments as required;
- continuously striving to improve the quality of service whilst presenting possible solutions according to customer’s needs;
- promoting the Bank’s products and services according to customers’ needs and effectively refer leads to other units within the Bank;
- handling customer’s feedback and suggestions in a professional and effective manner;
- performing other related assignments/projects as requested by Management from time to time; and
- being able to work independently, collaborating within a team, and displaying time flexibility towards shifts as per work exigencies.
Competencies & Experience
The potential candidate should be reliable and trustworthy, well-organised with a disposition to learn and have a team-oriented approach.
You must:
- possess or in process of obtaining a Diploma in Business Studies or relevant banking qualification;
- have knowledge of banking fundamentals
- ideally have previous experience of working in a Call Centre environment which is considered as an asset
- be proficient with MS Office applications;
- be reliable and trustworthy, well-organised with the disposition to learn and have a team-oriented approach;
- be meticulous and work under pressure;
- be committed to self-development;
- have strong verbal and written communication skills; and
- be fluent in Maltese and English. Fluency in Italian is considered as an asset.