Customer Care Agent - Customer Care Centre

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 over 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 thirteen retail branches spread across the Maltese Islands. 

We're a team of inspired people who believe that opportunities start with a conversation. 

• answering customers' queries and provide a high level of customer service via the Bank's communication channels, whilst making best efforts to resolve queries on first contact;
• affecting outbound calls as required and within stipulated deadlines;
• handling inbound customer calls and written requests, noting any follow-ups and call-backs in a timely and appropriate manner, whilst keeping the number of lost calls to an absolute minimum;
• handling outbound calls, assisting and guiding customers to use the Bank's services and promoting use of the Bank's digital channels;
• assisting customers by answering their queries whilst adhering to Bank procedures and all other relevant regulatory requirements at all times;
• tending to Customer Care Centre inboxes and Internet Banking Messages in a timely manner, including chasings and follow ups;
• tending to Bank’s required surveys as assigned and within set deadlines;
• 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 referring 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.

The potential candidate should be reliable and trustworthy, well-organised with a disposition to learn and have a team-oriented approach. 

• have knowledge of banking fundamentals;
• be proficient with MS Office applications; 
• be meticulous and work under pressure; 
• be committed to self-development; 
• have strong verbal and written communication skills;
• be fluent in Maltese and English;
• exercise integrity and professionalism at all times;
• possess at least O level qualifications or Diploma in Business Studies or relevant banking qualification; and
• have previous experience of working in a Call Centre environment, which will be considered as an asset.