Customer Experience Specialist (Italian)

on

Where: Qormi (Malta)

Extent of Work: Full Time

Click here to apply in English

As a Customer Experience Specialist with Besedo in Malta, you will be responsible for improving, analysing and maintaining an excellent customer service experience for users of our client’s platform.

Responsibilities:

  • Understand, follow and remain knowledgeable of client policies and guidelines.
  • Collect, track and analyse customer feedback.
  • Measure the operational metrics of the customer support team, against internal stakeholders and client’s requirements.
  • Analyse data and create reports for internal stakeholders and the client.
  • Identify, suggest and support improvement opportunities in customer service workflows to improve the customer service experience.
  • Balance priorities of workflow in line with stakeholder expectations.
  • Supports the Manager and team with daily tasks.

Knowledge, Behaviours and Skills

  • Fluent in written and spoken Italian and English is essential.
  • Demonstrates advanced knowledge and proficiency in using Microsoft Excel and PowerPoint to analyze and present information to others. Is able to apply these in day-to-day work requirements.
  • Previous experience in working in a customer service environment.
  • Is able to explain information in an uncomplicated way and presents the key points of an argument effectively, verbally and in writing.
  • Establishes clear priorities. Schedules activities to ensure best use of time and resources. 
  • Establishes, maintains and develops positive working relationships with stakeholders that enable him/her to gather information and utilize the strengths and abilities of others in order to enhance team and personal performance.
  • Uses appropriate data including trend data to analyze and understand issues.  Identifies and diagnoses problems using this information and finds solutions to them. 
  • Acts on own initiative without being prompted and drives work activities along. Is solutions driven, focuses on achieving outcomes and ensures that key objectives are met.

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