GO plc
GO plc
GO plc

Contact Centre Agent

Define the Future with us!

We are looking for ambitious individuals who can connect with absolutely anyone. Our Contact Centre Team values a customer-centric approach and ensure, more than anything else, to provide support to our customers in the best way possible.

The role of Contact Centre Agent embodies the multi-skill model of our contact centre, offering the one-stop comprehensive solution for both technical support and general customer care queries.

Your mission is to interact with customers through various channels. Provide general service/product information and troubleshoot both service and technical support matters. You will be a member of our most skilled agents.

Expected Hours of Work: This is a full-time position 40 hours/week Monday to Sunday on a scheduled roster. Availability of evenings and weekend work is required.

Does this sound interesting to you? Here’s what you must have to match our requirements;

  • Strong command of verbal and written communication in the English and Maltese language;
  • In possession of a school leaving certificate (MQF Level 1) and/or 1-year continuous working experience;
  • Proficient in but not only MS computer applications;
  • Technical background with basic telecommunications equipment connectivity;
  • Ability to think on your feet and meet customers at their level;
  • Ability to switch comfortably between both technical support and general customer care queries;
  • Ability to multitask effectively and handle stressful situations appropriately;
  • Excellent data entry and typing skills.

Does this sound like you? Here’s how you can hit a few plus points for this position:

  • 1 year of continuous experience in a contact centre environment;
  • 3 O’ Level passes or equivalent and/or a recognized MQF level 2 qualification;
  • Ability to add personality to interactions: Be conversational – yet professional;
  • Superior listening skills and knowledge of customer service best practices and principles;
  • High levels of adaptability and intrinsically driven towards efficiency.

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

  • Provide an excellent standard of service on both technical support and general customer care queries of but not only product and service information on online, e-mail, calls and any other support channel to ensure that customers’ expectations are met and exceeded;
  • Ensure that all problems are resolved speedily achieving the best levels of first contact resolution and excellent customer satisfaction;
  • Carry out effective troubleshooting, following up of interactions and logging of customer conversations as per standard operating procedures;
  • Be capable of identifying new sales, upselling or cross-selling opportunities from possibly every contact interaction and seal the deal immediately;
  • Be responsive and flexible to business working hours and team needs, maintaining a professional approach at all times;
  • Regularly meet targets set by line management;
  • Corresponding with customers or enquirers via calls, and digital channels such as but not only WhatsApp, live chat, email and social media according to company practices;
  • Alert the line management of trends in customer interactions;
  • Be prepared to undergo further training to keep abreast with customers’ needs;
  • Process sales orders and agreements;
  • Other duties as assigned.

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…

We'll recruit as soon as we find our match. Don't think twice - apply now!

Advertisement published5. November 2024
Application deadlineNo deadline
Language skills
MalteseMaltese
Required
Very good
EnglishEnglish
Required
Very good
Location
GO Plc, GO, Tarxien Road, Zejtun, ZTN3000, Malta
Type of work
Professions
Job Tags