Privately Held

We are a purpose-driven organisation that values our One Team culture, which emphasises collaboration and working together towards our common goals. Our People and our customers are our top priority, and we are dedicated to providing them with exceptional service and support.
As a stable, growing organisation, we care deeply about our People and strive to create a positive, supportive work environment where everyone can thrive. Our Purpose &amp; Values guide everything we do, and we are committed to becoming Better Every Day.
We are proud to be a telecommunications company at the heart of technology, and we follow all the latest trends to ensure we stay ahead of the curve. We constantly look for innovative ways to improve our products and services as our industry evolves, driven by our unwavering commitment and passion to meet our customers’ needs.
Guided by our EVP, To Work With Heart, Innovate &amp; Grow – Better Every Day Starts With YOU!, we empower our People to bring passion, creativity, and a growth mindset to everything they do.
We offer unique benefits and perks that set us apart from other companies in our industry. Our amazing team is passionate, talented, and dedicated to making a difference in the world. We are excited about what we offer, and we hope you are too!

Technology and Internet

Telecommunications

English

Maltese

GO plc

&lt;p&gt;&lt;strong&gt;Let the adventure begin.&lt;/strong&gt;&lt;/p&gt;
&lt;p&gt;As a Senior Commercial Support Services Officer, your role ensures smooth and efficient customer service experience by managing orders, data, and service changes while maintaining compliance with company policies. It serves as a key point of contact for customers, internal teams, and third parties, resolving issues promptly and supporting sales initiatives to enhance satisfaction and loyalty.&lt;/p&gt;
&lt;p&gt;&lt;strong&gt;It would be essential for you to have:&lt;/strong&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li&gt;Minimum two years’ experience in customer experience/processing environment.&lt;/li&gt;
&lt;li&gt;Proficient in using Microsoft suite&lt;/li&gt;
&lt;li&gt;Highly proficient in written and spoken Maltese and English&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;strong&gt;Here’s how you can hit a few plus points for this position:&lt;/strong&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li&gt;Be an effective team player.&lt;/li&gt;
&lt;li&gt;Keen interest in continuous self-development.&lt;/li&gt;
&lt;li&gt;Be willing to learn.&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;strong&gt;If this describes you, then this is a glimpse of what you&#039;ll be required to do:&lt;/strong&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li&gt;Carry out duties related to a smooth activation process, changes required to existing services, number portability, data inputting, employee and customer related data cleanliness.&lt;/li&gt;
&lt;li&gt;Process GO Energy orders, from lead creation to installation, serve as an interface with GO teams, REWS, customers and other 3rd party entities.&lt;/li&gt;
&lt;li&gt;Support Resellers in their day-to-day operations.&lt;/li&gt;
&lt;li&gt;Manage and update the Master Address Database.&lt;/li&gt;
&lt;li&gt;Ensure compliance with internal policies and regulatory requirements across all customer service activities.&lt;/li&gt;
&lt;li&gt;Manage tasks and case queues in Nitt/Salesforce, according to KPI’s assigned.&lt;/li&gt;
&lt;li&gt;Provide support in sales campaigns and initiatives.&lt;/li&gt;
&lt;li&gt;Handle and resolve escalated customer inquiries and complaints promptly and effectively.&lt;/li&gt;
&lt;li&gt;Ensure the delivery of exceptional customer service by adhering to company standards and protocols.&lt;/li&gt;
&lt;li&gt;Build and maintain strong relationships with key customers and employees to enhance customer satisfaction and loyalty.&lt;/li&gt;
&lt;li&gt;May be assigned different duties in accordance with Group exigencies from time to time.&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;strong&gt;What’s in it for you?&lt;/strong&gt;&lt;/p&gt;
&lt;p&gt;&lt;strong&gt;Joining our team comes with a lot of benefits! Here’s a glimpse of what we’ll offer you for being brilliant:&lt;/strong&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li&gt;Benefit from working within a hybrid organisation, enjoying a balance between working from the office or any other location of your preference;&lt;/li&gt;
&lt;li&gt;Flexible working arrangements to suit different needs;&lt;/li&gt;
&lt;li&gt;No more bills! Free UNLIMITED GO services for your home and mobile;&lt;/li&gt;
&lt;li&gt;Private Hospital Health Insurance, to protect you from unexpected, high medical costs;&lt;/li&gt;
&lt;li&gt;A budget to spend on your own personal and/or professional development;&lt;/li&gt;
&lt;li&gt;Four weeks paid Family Nurturing Leave for all second parents;&lt;/li&gt;
&lt;li&gt;In-house canteen serving delicious breakfasts, meals and snacks;&lt;/li&gt;
&lt;li&gt;A budget dedicated to your children’s summer school costs;&lt;/li&gt;
&lt;li&gt;Mental wellbeing support in partnership with Richmond Foundation;&lt;/li&gt;
&lt;li&gt;The opportunity to work from literally anywhere – being able to work from abroad;&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;strong&gt;And more!...&lt;/strong&gt;&lt;/p&gt;
&lt;p&gt;&lt;/p&gt;
&lt;p&gt;&lt;em&gt;We&#039;ll recruit as soon as we find our match. Don&#039;t think twice - apply now!&lt;/em&gt;&lt;/p&gt;

Senior Commercial Support Services Officer

Relocation support

Professional training

Health insurance

Flexible working hours

Employee discounts

Wellness programs

&lt;p&gt;&lt;strong&gt;Dive into greatness!&lt;/strong&gt;&lt;/p&gt;
&lt;p&gt;We&#039;re looking for a proactive leader who thrives on working with people, enjoys finding innovative solutions, and is passionate about delivering exceptional customer experiences.&lt;/p&gt;
&lt;p&gt;In this role as Contact Centre Training and Quality Analyst, you will oversee Quality Assurance activities by assessing performance across all customer channels, sharing valuable feedback, and partnering with Team Leaders to drive improvements. You will also support recruitment efforts by participating in interviews and selection processes, as well as provide training and coaching to help team members succeed and grow.&lt;/p&gt;
&lt;p&gt;Your efforts will have a direct impact on both customer satisfaction and the ongoing development of our people.&lt;/p&gt;
&lt;p&gt;&lt;strong&gt;Does this sound interesting to you? Here&#039;s what you must have to match our requirements:&lt;/strong&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li&gt;A minimum of 18 months experience in either an operational support role or a frontline customer support role;&lt;/li&gt;
&lt;li&gt;Ability to train all skills and levels of contact Centre agents;&lt;/li&gt;
&lt;li&gt;Strong proficiency in but not only Microsoft Office (intermediate Word and Excel);&lt;/li&gt;
&lt;li&gt;Creative ability, writing proficiency and excellent interpersonal verbal and written communication skills;&lt;/li&gt;
&lt;li&gt;Strongly abreast with all support services/channels, systems, processes and procedures;&lt;/li&gt;
&lt;li&gt;Must be self-motivator and innovative self-starter with flexible in working hours;&lt;/li&gt;
&lt;li&gt;Conversant with recruitment, interviewing and selection processes as well as acquainted with quality assurances processes;&lt;/li&gt;
&lt;li&gt;Must adapt well to change and successfully set and adjust priorities as needed to work under time constraints and meet deadlines;&lt;/li&gt;
&lt;li&gt;Proven ability to work effectively in a team environment as well as independently with minimal supervision;&lt;/li&gt;
&lt;li&gt;Excellent communication and interpersonal skills, with the ability to provide constructive feedback and coaching;&lt;/li&gt;
&lt;li&gt;Outstanding customer service skills and dedication to providing exceptional customer care;&lt;/li&gt;
&lt;li&gt;Training and leadership experience in the industry;&lt;/li&gt;
&lt;li&gt;Be willing to learn and attend further training to keep up with latest updates.&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;strong&gt;Expected Hours&lt;/strong&gt;&lt;/p&gt;
&lt;p&gt;This is a full of Work-time position with forty (40) hours a week. Occasional evening and weekend work may be required as job duties demand.&lt;/p&gt;
&lt;p&gt;&lt;strong&gt;Does this sound like you? Here’s how you can hit a few plus points for this position:&lt;/strong&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li&gt;MQF Level 4 standard of education and or equivalent&lt;/li&gt;
&lt;li&gt;Technical Support, QA accreditation or equivalent experience&lt;/li&gt;
&lt;li&gt;Knowledge of Quality Management Systems (QMS)&lt;/li&gt;
&lt;li&gt;Firmly driven interest in training and in the QA analytics in customer support channels including social media channels;&lt;/li&gt;
&lt;li&gt;Exceptional listening and analytical skills with sound technical background.&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;strong&gt;If this describes you, then this is a glimpse of what you&#039;ll be doing:&lt;/strong&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li&gt;Establish, maintain quality assurance guidelines, standards, and procedures for the contact centre by effective evaluation of customer service interactions to ensure compliance with company policies and procedures;&lt;/li&gt;
&lt;li&gt;Create training programmes and develop materials for new and existing contact centre agents, utilising AI tools where appropriate to support content development, personalisation, efficiency, and continuous quality improvement;&lt;/li&gt;
&lt;li&gt;Produce training material and relevant support resources for new services or product launches, leveraging AI where possible to enhance speed of creation, knowledge accuracy, and ongoing updates;&lt;/li&gt;
&lt;li&gt;Provide specialised support to the teams whilst remote and in office;&lt;/li&gt;
&lt;li&gt;Conduct regular quality assurance assessments to identify areas for improvement and provide feedback and coaching to contact centre staff;&lt;/li&gt;
&lt;li&gt;Develop and implement effective strategies and practices to reach optimal First Contact Resolution (FCR) to enhance customer satisfaction and improve overall service quality;&lt;/li&gt;
&lt;li&gt;Collaborate with CC Management and Team Leaders to identify agent knowledge/skill gaps and ensure QA performance trends are supported by actionable data;&lt;/li&gt;
&lt;li&gt;Coordinate with the People Team on recruitment including interviewing and lead selection process decisions ensuring they meet desired skills and competencies;&lt;/li&gt;
&lt;li&gt;Manage stock of training consumables and ensure its proper usage;&lt;/li&gt;
&lt;li&gt;Update, maintain CC staff data register;&lt;/li&gt;
&lt;li&gt;Liaise with the marketing team, and become a liaison between the contact centre and marketing to provide specialised customer feedback to help support product launches and FAQs;&lt;/li&gt;
&lt;li&gt;Create QA guidelines for the teams and ensure its upkeep;&lt;/li&gt;
&lt;li&gt;Conduct specialised side-by-side coaching with agents that are new to ensure that what was learnt in the classroom, is followed through;&lt;/li&gt;
&lt;li&gt;Provide specialised assistance and training to other contact centre teams including Reception, Processing and Multi-Channel;&lt;/li&gt;
&lt;li&gt;Perform other duties as required by management.&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;strong&gt;What’s in it for you?&lt;/strong&gt;&lt;/p&gt;
&lt;p&gt;Here’s a glimpse of what we’ll offer you for being brilliant:&lt;/p&gt;
&lt;ul&gt;
&lt;li&gt;Benefit from working within a hybrid organisation, enjoying a balance between working from the office or any other location of your preference&lt;/li&gt;
&lt;li&gt;No more bills! Free UNLIMITED GO services for your home and mobile&lt;/li&gt;
&lt;li&gt;Discounted GO Freedom Mobile Plan for 4 individuals of your choice&lt;/li&gt;
&lt;li&gt;Four weeks paid birth-leave for all non-birthing parents&lt;/li&gt;
&lt;li&gt;Four weeks of paid leave for Pregnancy Loss, in line with the Company’s Pregnancy Loss policy.&lt;/li&gt;
&lt;li&gt;Paid Pediatric First Aid Course for expecting parents.&lt;/li&gt;
&lt;li&gt;Private Hospital Health Insurance, to protect you from unexpected, high medical costs&lt;/li&gt;
&lt;li&gt;A budget to spend on your own personal and/or professional development&lt;/li&gt;
&lt;li&gt;Therapy sessions to support your needs in collaboration with Richmond Foundation&lt;/li&gt;
&lt;li&gt;A budget dedicated to your children’s summer school costs&lt;/li&gt;
&lt;li&gt;Get the best tech for yourself at unbeatable prices with a 10% Klikk discount… and more!&lt;/li&gt;
&lt;/ul&gt;

Contact Centre Training and Quality Analyst

There Are No Job Openings at GO plc At The Moment