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Customer Experience Specialist

  • San Giljan, Saint Julian's, Malta
Ride-Hailing Operations

Job description

Who you are:

You’re a great communicator who is professional, empathetic, responsible and who exudes a positive attitude! As a front-line-employee, the Customer Experience Specialist role is extremely important for improving the eCabs customer’s journey and overall satisfaction.

What you’ll do:

  • Handle complaints, call escalations and other complex customer queries.
  • Support the Manager with managing the Contact Centre workload in real time, including supporting less experienced employees with queries. 
  • Escalate areas of concern that arise while they are on shift duty. 
  • Provide excellent support to top companies/customers as required. 
  • Promote teamwork and enthusiasm. 
  • Provide the necessary training for new contact centre representatives. 
  • Promote quality excellence and customer satisfaction. 
  • Communicate effectively while managing shifts.
  • Answer incoming calls, resolving queries at the first point of contact whenever possible.
  • Respond to customer emails, live chat, and social media messages.
  • Attend to face-to-face customer queries at eCabs head office.
  • Support company accounts with their bookings and queries.
  • Build and develop strong customer relations and accurately and efficiently place customer bookings through the CRM.
  • Upsell were possible, by identifying opportunities to provide product information to customers.
  • Identify and escalate issues to the manager and contribute to the on-going development and improvement of 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.
  • Follow up with customer queries when necessary.

Job requirements

What you’ll bring:

  • Strong interpersonal skills, with the ability to handle situations which 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.