Customer Service Representative - German and French speaking
Malta#WeareArringo!
Arringo was founded back in February 2018, which started as a 24/7 Customer Service organisation and later grew to offer a wide range of services from Software Design & Development to Marketing and Back-Office Solutions.
While our main line of business is outsourcing, we are more than your typical business solutions provider. We’re an extraordinary multi-cultural team with more than 30 different nationalities, we pride ourselves on bringing the best talent from around the world!
Professional and personal development is an important part of our values. We are committed to creating an organisational culture and building a team where every individual has the opportunity to excel and achieve their business goals. Further, guided by a strong and collaborative leadership team, we offer a stable long-term environment where our business continues to grow each year.
Who you are?
Our company is seeking a highly motivated and customer-focused individual to join our Customer Support team. The Customer Support Agent will play a critical role in ensuring our customers receive the best possible experience and support with our products and services.
This position requires an individual who has a passion for helping others, a commitment to providing outstanding customer service, and the ability to multi-task in a fast-paced environment.
- A person with excellent verbal and written communication skills.
- Someone with strong problem-solving and conflict resolution skills.
- An adaptable and quick learner, familiar with CRM software and other customer service tools.
- An individual with experience in customer service or support, preferably in a fast-paced environment.
What will you be doing?
- Providing excellent customer service and support to our customers through various communication channels.
- Responding to customer inquiries and resolving customer issues related to our products and services.
- Recording customer interactions and transactions accurately in our CRM system.
- Escalating complex customer issues to the appropriate department for resolution.
- Maintaining a thorough understanding of our products and services to better assist customers.
- Continuously striving to improve customer satisfaction and loyalty.
Responsibilities:
- Responding to customer inquiries via chat, email, phone, and video in a professional, friendly, and efficient manner.
- Troubleshooting and resolving customer issues related to our products and services.
- Recording customer interactions and transactions accurately in our CRM system.
- Acknowledging and resolving customer complaints.
- Maintaining a positive, empathetic and professional attitude toward customers at all times.
- Escalating complex customer issues to the appropriate department for resolution.
- Maintaining a thorough understanding of our products and services, company policies, and procedures.
- Improving customer satisfaction and loyalty through effective communication, problem-solving skills, and a positive attitude.
- Meeting or exceeding performance metrics, including response time, first-contact resolution, and customer satisfaction scores.
- Staying knowledgeable about industry trends, competitive landscape, and new technologies.
- Performing due diligence checks & reviewing KYC documentation through Video calls.
- Communicating and coordinating with colleagues as necessary.
Requirements:
- Currently residing in Malta
- Excellent verbal and written communication skills.
- Strong problem-solving and conflict-resolution skills.
- Ability to multitask, prioritize tasks, and manage time effectively in a fast-paced environment.
- Familiarity with CRM software and other customer service tools.
- Adaptability and quick learning skills.
- Ability to work flexible hours, including evenings and weekends, as needed.
Language Preferences:
- Applicants must have an advanced level of proficiency in English.
- Professional working proficiency in French or German is a plus, along with any other additional language skills.
What do we offer?
- Private healthcare
- Free eye test
- Refer a friend bonus
- Performance bonus
- Company discounts
- Team activities
- Extra paid holidays for volunteering time
- Career progression
- Company training with full support