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Customer Experience Specialist

  • Location

    Malta

  • Sector:

    Fintech

  • Salary:

    Attractive

  • Contact:

    Marianne Koessler

  • Job Reference:

    7249

  • Published:

    about 1 month ago

  • Expiry:

    2020-12-29

  • Client Details:

    Castille

  • Consultant:

    Marianne Koessler

Well established company providing IT Solutions is looking for a Customer Experience Specialist (CES).  

 Responsibilities: 

  • Manage support requests that originate through a range of channels, such as email, chat, and telephone
  • Accountable for gathering information through customer interactions, log and classify, investigate and attempt to resolve the case with immediate effect
  • Issues outside the scope of their capability or responsibility are escalated to other experts, vendors, and specialists and followed up to ensure the highest level of service
  • Resolve technical issues remotely with their primary focus being customer satisfaction and fast turnarounds
  • Maintain comprehensive records of service requests and knowledgebase articles to assist in future resolution of issues

Requirements: 

  • Experience in solving customer queries or issues
  • Problem-resolving abilities  
  • Must possess advanced time management and communication skills, being able to prioritise and multi-task when covering multiple issues
  • Team player 
  • Certifications such as CompTIA, ITIL, and MCSA (office 365) will be given preference 
  • Speaking fluently in Maltese and English