Client Representative

Term: Full Time

 

Job Summary: This position calls for smart, well-organised, self-motivated individuals with strong communication skills.

 

Responsibilities:

 

  • Deal directly with eCabs’ clients and Cab Drivers both from eCabs head office in St Julians and the Airport
  • Professionally handle incoming requests and ensuring that issues are resolved both promptly and thoroughly
  • Keep records of complaints and comments, as well as actions taken
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience
  • Ensure service quality assurance and that both internal and external customers’ expectations are met and exceeded

 

Specific Knowledge, Skills and Abilities:

 

  • Ability to work both individually and in a team environment
  • Ability to work under pressure
  • Excellent communication skills, both written and verbal
  • Excellent problem-solving, listening and customer service skills
  • Must possess a professional friendly attitude and be able to quickly develop rapport
  • Must have a ‘can do’ attitude
  • Must have the ability to work flexible schedule including weekends as well as public holidays
  • Knowledge of local road network will be considered an asset
  • Knowledge of a language in addition to Maltese and English will be considered an asset

Call Centre Manager

Job Title: Call Centre Manager

eCabs, Malta’s largest private transport provider, is seeking to employ an individual who will lead the company’s Call Centre. S/he will be expected to shape the future of the contact centre operation, commit to delivering a top-notch customer contact experience utilising a variety of customer contact channels. Reporting to the Operations Director, the Call Centre Manager will have line responsibility for the current Call Centre Team Leaders and customer service agents.

Responsibilities:

Manage the day to day performance of eCabs Call Centre to deliver a best in class service, meeting or exceeding all KPIs and within budget.
Set the strategy for the development of the Call Centre, staying abreast of new practices and technologies, ensuring that the company gains and maintainsrecognition for the quality of customer service.
Lead, inspire and co-ordinate the contact centre Team Leaders
Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
Responsible for the training, induction and coaching strategy across the Call Centre
Develop plans and offer insight and knowledge to the organisation on the use of new tools and technologies, to create a cost-effective operation consistently
Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
Complete monthly reports and analyse performance of the Call Centre
Track contact quality and contact volume, producing metrics for service performance, resolving discrepancies and areas that need improvement and discuss regularly with the Operations Director.
Focus on development and succession through training, mentoring and empowering staff to make decisions
Take ownership for own performance, receiving feedback positively, taking action where required and identify and apply opportunities to develop and improve skills.
Lead by example in the use of best practice of the company’s standards, values and behaviours.

 

Qualifications & Assets:

Proven experience of leading a service driven contact centre operation with experience of managing an operation through periods of significant growth or change.
Excellent communication and leadership skills to lead and motivate a growing and changing service operation
Ability to engage with eCabs Management team at all levels across the wider business to achieve goals and objectives.
Experience of working with customer and supplier SLAs, performance measurement and personal work targets and working on performance of own team.

 

Payroll Administrator

Job Title: Payroll Administrator

Job Summary: 

Under the guidance of eCabs’ Payroll Manager, you will primarily be responsible for matching the clocking on the time and attendance systems, querying any discrepancies, handle e-mail correspondence, general filing of payroll reports, and compile monthly wages, amongst other support duties.

Responsibilities:

  • Together with the payroll team, be responsible for the monthly execution of the payroll
  • Cross-check 3rd party provider payroll computations
  • Act as a main point of contact for eCabs employees on payroll queries
  • Ensure that the relevant HR / Payroll databases are up to date and accurate at all times
  • Updating vacation and sick leave for all eCabs employees
  • Collect data and calculate payments of various corporate allowances, commissions and bonuses
  • Administer the enrolment and cancellations of any applicable employee benefits such as insurances and other benefits

 

Specific Knowledge, Skills and Abilities:

  • Ability to work both individually and in a team environment
  • Ability to work under pressure
  • Excellent communication skills, both written and verbal
  • Past experience of working in payroll would be advantageous
  • Organised and meticulous in the performance of duties
  • Previous experience in Indigo Payroll Systems and Microsoft Office applications would be advantageous, however training will be given for the right candidate.

Call Centre Agent

Report to: Company Directors

Job Summary:
This position calls for smart, well organised, self-motivated individuals with strong communication skills. The successful candidates will be responsible for their contribution to the overall operational performance of the contact centre. Fluent in Maltese, English and at least one additional language

Responsibilities:

  • Deal directly with customers either by telephone, electronically or face to face
  • Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
  • Refer unresolved customer grievances to designated personnel for further investigation
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience

 

Qualifications & Assets:

  • Ability to work both individually and in a team environment
  • Ability to multi-task
  • Ability to adapt in a dynamic and constantly changing environment
  • Ability to align personal performance with the contact centre’s objectives
  • Excellent communication skills, both written and verbal
  • Excellent computer skills (experience with Word, Excel and Outlook)
  • Methodical approach with an ability to work under pressure
  • Must have a ‘can do’ attitude
  • Problem-solving and trouble-shooting skills