Managing and overseeing the day-to-day operations of the call centre, service centre reception, while monitoring social media channels.
Leading a team of customer service representatives, offering coaching, training, and guidance to maintain high performance and customer satisfaction.
Optimizing customer service processes, enhancing efficiency, and improving the overall customer experience.
Monitoring and analyzing key performance metrics, such as call wait times, first call resolution rate, social media response times, and customer satisfaction scores.
Identifying trends, typical customer issues, and areas ripe for improvement.
Collaborating with various teams, including sales, marketing, and product development, to address customer concerns and propel business growth.
Handling escalated customer inquiries and complaints, swiftly and professionally resolving issues.
Staying updated with industry trends, best practices, and emerging technologies in customer service, and implementing relevant changes accordingly.
Fostering a positive and inclusive work environment that champions teamwork, collaboration, and ongoing learning.
Requirements
Analytical mindset with the ability to identify trends and make data-driven decisions.
Possess excellent communication skills in both Maltese and English and time management.
Possess a strong customer-centric approach, preferably having been trained in customer care.
Exceptional problem-solving skills with a focus on finding creative solutions to customer issues.
Education and Experience
Proven experience in a customer service management role, preferably in a call centre or service centre environment.
Be very proficient in office applications and have experience working on ticketing and customer relations management systems.
Managing and overseeing the day-to-day operations of the call centre, service centre reception, while monitoring social media channels.
Leading a team of customer service representatives, offering coaching, training, and guidance to maintain high performance and customer satisfaction.
Optimizing customer service processes, enhancing efficiency, and improving the overall customer experience.
Monitoring and analyzing key performance metrics, such as call wait times, first call resolution rate, social media response times, and customer satisfaction scores.
Identifying trends, typical customer issues, and areas ripe for improvement.
Collaborating with various teams, including sales, marketing, and product development, to address customer concerns and propel business growth.
Handling escalated customer inquiries and complaints, swiftly and professionally resolving issues.
Staying updated with industry trends, best practices, and emerging technologies in customer service, and implementing relevant changes accordingly.
Fostering a positive and inclusive work environment that champions teamwork, collaboration, and ongoing learning.
Requirements
Analytical mindset with the ability to identify trends and make data-driven decisions.
Possess excellent communication skills in both Maltese and English and time management.
Possess a strong customer-centric approach, preferably having been trained in customer care.
Exceptional problem-solving skills with a focus on finding creative solutions to customer issues.
Education and Experience
Proven experience in a customer service management role, preferably in a call centre or service centre environment.
Be very proficient in office applications and have experience working on ticketing and customer relations management systems.
Konnekt: Established in 2007, Konnekt has grown into Malta's leading job agency. Our team is here to simplify your job search by presenting over 400 career options across various fields. We have robust connections with top employers in Malta, making us the ideal choice for anyone considering a career change.
At Konnekt, we believe in straightforward actions and staying true to our values. This commitment has been the driving force behind our success. Whether you're seeking new opportunities or exploring a different career path, we are your reliable partner throughout the process.
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