Customer Service Executive

Key Responsibilities

• Costing and Quotations: Compile accurate estimates by considering the client’s specifications, required volumes, materials, completion details and delivery arrangements.
• Requirements Verification: Check that all necessary order information has been received and clarified before the work is passed to the manufacturing team.
• Client Liaison: Serve as the customer’s principal contact once the sale has been concluded, maintaining clear communication and keeping them informed throughout the process.
• Order Progress: Track confirmed work across preparation, manufacturing, finalisation, despatch and delivery, following up internally to help maintain agreed timelines.
• Internal Coordination: Work closely with the operational and manufacturing departments to ensure that client instructions are correctly understood and implemented.
• Materials Coordination: Arrange the sourcing of any supplies or consumable items needed specifically for individual orders.
• Issue Management: Identify missing information or possible complications at an early stage, pursue appropriate solutions and refer serious matters to the Head of Operations when required.
• Customer Support: Respond to enquiries, requests and outstanding matters professionally, ensuring clients receive timely and helpful assistance.
• Records and Administration: Keep complete and current documentation covering order details, client correspondence and other relevant information.
• Process Contribution: Maintain visibility over ongoing work, encourage effective cooperation between departments and support practical improvements to internal procedures.
• Additional Duties: Undertake other reasonable tasks connected with the position when required by the Business.

Qualifications, Skills and Attributes

• Education: No specific academic qualification has been stipulated; relevant training or certification in customer care, business administration or a related discipline would be beneficial.
• Experience: Previous employment in customer support, order coordination, commercial administration or another closely related position is required.
• Language Skills: Excellent command of English is required to succeed in this role. The ability to communicate in Maltese would be an asset.
• Communication Skills: Strong spoken and written abilities, with the confidence to convey information clearly and provide appropriate updates.
• Interpersonal Skills: A courteous and service-minded approach, together with the ability to establish productive relationships with customers and colleagues across different levels.
• Technical Skills: Competence in Microsoft Office applications and customer relationship management software, with the ability to work comfortably with digital records and systems.
• Organisation: A structured and detail-conscious approach, with the ability to monitor several active orders and follow up on priorities without losing accuracy.
• Self-Motivated: Dependable and proactive, with the initiative to pursue information, address outstanding matters and maintain momentum.
• Problem-Solving: Able to recognise potential obstacles before work begins and coordinate suitable action to minimise disruption or delay.

What's on Offer

• Compensation: A competitive salary package.
• Working Hours: Full-time employment.
• Other Benefits: The opportunity to join a developing organisation that offers a cooperative and encouraging workplace.
• Career Development: Opportunities for professional growth and advancement within a dynamic and expanding company.

What Heroix Offers

• Confidentiality and Discretion: Your job search will be handled with the utmost confidentiality and professionalism.
• CV Review: Receive candid and constructive feedback to enhance your CV.
• Interview Planning: Get personalised preparation sessions prior to your interviews.
• Cultural Fit Assessment: Understand the company culture to ensure it is the right environment for you.
• Long Term: Gain insights into the role and Company for a long-term, stable career move.
• Exclusive Opportunities: Access a broader range of job opportunities.
• Personalised Candidate Profile: Stand out with a detailed profile highlighting your strengths and skills.
• Ongoing Support and Guidance: Benefit from continuous support throughout your job search process.
• Networking Opportunities: Leverage our extensive network of industry contacts for exclusive positions.
• Time Efficiency: Save time and effort with our efficient and effective recruitment strategies.
• Tailored Job Matching: Find the perfect fit with customised job matching based on your skills and career goals.
• Feedback Loop: Stay informed and engaged with regular updates and feedback on your application status.

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Licensed and regulated by the Government of Malta under DIER Agency Licence No. 00412-2025