Customer Service Associate
Skillcast
- Mrieħel, Malta Island Birkirkara, Malta Island
- €21,000-24,000 per year
- Permanent
- Full-time
- Handle incoming client requests in Intercom with quick, accurate turnaround to routine questions.
- Respond to customer requests in a timely manner according to Service Level Targets via incoming calls and CRM System (Intercom).
- Triage client requests and use best practices to provide appropriate solutions and/or escalations.
- Provide accurate information regarding our products and services to our clients.
- Data entry and maintaining customer databases on the Learning Management System (LMS)
- Export training records and work with other teams to ensure process is followed for the client.
- Update other Skillcast systems and reference material as needed (Planhat, Guru)
- Facilitate the upkeep of client portals.
- Manage the Onboarding and Churn process.
- Enhance the overall customer experience and streamline processes by highlighting common issues and trends raised by clients.
- Monitor and escalate complex problems to the CS team or team leaders when necessary.
- Minimum of 2 years’ experience of customer service with CRM or systems management and ticket handling experience (e.g. Zendesk, Intercom would be considered an advantage)
- Proven experience of following processes and procedures whilst offering solutions for improvement of the customer service experience for the client
- Excellent communication skills, both verbal and written (English)
- Ability to multitask and prioritise effectively in a fast-paced environment.
- Strong organisational skills and a methodical approach to workload planning and task execution.
- Excellent interpersonal skills, enabling seamless collaboration and relationship-building both internally and externally.
- Extremely self-motivated, ability to thrive independently and as a strong contributor within a team environment.
- Join our international company that is growing rapidly in a thriving and innovative sector.
- Hybrid working pattern – currently a minimum of 2 days per week at our office and 3 days per week working independently and proactively from home.
- Competitive salary
- Contributory Pension
- Private Medical Health Care Plan
- Life Assurance