Customer Support Assistant

€18,000 yearly
  • Atrium HR Consulting
  • Birkirkara, Malta
  • Mar 29, 2020
Full time Customer Service Jobs

Job Description

Customer Support Assistant (Birkirkara, Malta)

A leading Services Company in Birkirkara, Malta is looking for Customer Support Assistants to join their team to handle inquiries from existing customers and users of their products and services.  


Role Purpose

Taking care of customers after they have purchased a product or service.  


Role Profile

Role Title: Customer Support Assistant

Reporting to: Technical Coordinator

Location: Birkirkara, Malta



The Customer Support Assistant role is responsible for:

  • Answering incoming calls and responding to customer’s emails
  • Assisting in quotes
  • Managing and resolving customer complaints
  • Identifying and escalating issues to technical coordinator
  • Providing product and service information to customers
  • Researching required information using available resources
  • Researching, identifying, and resolving customer complaints using applicable software
  • Route calls to appropriate resources
  • Inputting all call information on Epicor according to standard operating procedures
  • Following up customer calls where necessary
  • Upselling products and services
  • Completing call logs and reports
  • Taking care of on-call roster and follow up call agent reports
  • Help maintain information to ensure service calls are completed and billed accurately
  • Maintaining and promoting a positive attitude toward customers and fellow employees regardless of the circumstances
  • Filing and scanning documents where necessary



To be successful in this role, an individual should have at least 1 year of experience in the field of customer service/ support.

In addition to this, the successful candidate will ideally be:

  • Proficient in the relevant computer applications
  • 1 year of experience in a call center environment
  • Knowledge of customer service practices and principles
  • Excellent data entry and typing skills
  • Superior listening, verbal, and written communication skills
  • Ability to handle stressful situations appropriately
  • Preferably having some technical background or experience in an aftersales role
  • Excellent written and oral proficiency in both English and Maltese