Customer Support Associates
eCabs
- Malta Island
- Permanent
- Part-time
The Customer Support Associate would be a great communicator who is professional, empathetic, responsible and who exudes a positive attitude! As a front-line employee, the Customer Support Associate role is extremely important for improving the eCabs customer’s journey and overall satisfaction.Responsibilities:
- Answer incoming calls, resolving queries at the first point of contact whenever possible
- Respond to customer emails and social media messages
- Attend to face-to-face customer queries at eCabs head office
- Support internal departments with bookings and queries
- Build and develop strong customer relations, and accurately and efficiently place customer bookings through eCabs CRM
- Upsell where possible, by identifying opportunities to provide product information to customers
- Identify and escalate issues to Team Leaders, contributing to the ongoing development and improvement of the eCabs customer experience
- Take initiative and notify management of any trends or issues in customer queries
- Contribute towards the successful achievement of customer service KPIs, as well as own individual productivity and customer service targets.
- Strong interpersonal skills, with the ability to handle situations that require understanding, responsiveness and maturity
- Excellent phone etiquette. Great organisational skills. The ability to prioritise multiple tasks effectively and in a flexible manner in order to accommodate last-minute requests
- Willingness to align personal performance with the Contact Centre’s objectives
- Strong written and verbal communication skills
- Excellent computer skills (experience with Word, Excel and Outlook)
- Methodical approach with the ability to work under pressure
- Very importantly – a ‘can do’ attitude.
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