Customer Care Clerk

About Our Client

Our Client is an established organisation operating within the automotive sector, offering a varied portfolio that spans private and commercial vehicles, motorcycles, components, accessories and post-purchase support. The Business combines industry knowledge with forward-looking solutions aimed at improving the customer experience and supporting continued growth.

Role Overview

Heroix is collaborating with our Client to recruit a Customer Care Clerk who will act as a central point of contact for customers throughout their experience with the Company. The successful candidate will manage enquiries across telephone, email and online platforms, coordinate service appointments and identify opportunities to introduce customers to suitable maintenance solutions.

Key Responsibilities

• Customer Enquiries: Respond professionally to incoming calls concerning vehicle maintenance, product support, replacement components, purchases, financing options and insurance matters.

• Online Communication: Monitor the Company’s social media accounts and messaging platforms, ensuring that questions and comments receive prompt and appropriate attention.

• Email Management: Handle correspondence received through the Business’s general information and aftersales email accounts, providing accurate guidance or directing requests to the correct department.

• Parts Documentation: Prepare and process the relevant records when vehicle components and accessories are received.

• Service Promotion: Contact existing customers to present suitable maintenance packages and encourage continued use of the Company’s aftersales facilities.

• Appointment Coordination: Arrange workshop visits and any related transport requirements in line with the customer’s needs and operational availability.

• Pre-Appointment Contact: Communicate with customers before scheduled workshop visits to confirm the necessary details and help ensure a smooth service experience.

• General Support: Undertake additional duties assigned by the reporting manager according to the needs of the department.

Qualifications, Skills and Attributes

• Education: A relevant qualification in customer care, business administration, automotive studies or a related area would be advantageous.

• Experience: Previous employment involving direct interaction with customers is required. Exposure to the automotive industry or experience within a technical setting is also essential.

• Language Skills: Fluency in both written and spoken English and Maltese is necessary to succeed in this position.

• Communication Skills: Confident and courteous communication abilities, with the capacity to explain information clearly across telephone, email and digital channels.

• Interpersonal Skills: A helpful and customer-focused manner, together with the ability to establish positive relationships with clients and colleagues.

• Technical Skills: Competence in Microsoft Office and confidence using general IT systems and online communication platforms.

• Organisation: The ability to coordinate appointments, correspondence, records and follow-up activities accurately while managing several priorities.

• Self-Motivated: A proactive approach to customer assistance, follow-up activities and the promotion of relevant services.

• Problem-Solving: The judgement to understand customer concerns, identify the appropriate next step and involve the correct team when specialist assistance is required.

• Professional Conduct: Applicants must be able to present a clean police conduct certificate.

What's on Offer

• Compensation: An attractive remuneration package reflecting the successful candidate’s experience and suitability for the position.

• Working Hours: A full-time, on-site role with flexible working arrangements available in accordance with operational requirements.

• Other Benefits: Health insurance, staff discounts, an employee referral programme, regular monthly treats and guidance from knowledgeable industry professionals.

• Contract Terms: An initial one-year fixed-term agreement, with the possibility of continued employment thereafter.

• Career Development: Opportunities to expand customer care and mobility-sector knowledge while learning from an experienced professional team.

What Heroix Offers

• Confidentiality and Discretion: Your job search will be handled with the utmost confidentiality and professionalism.

• CV Review: Receive candid and constructive feedback to enhance your CV.

• Interview Planning: Get personalised preparation sessions prior to your interviews.

• Cultural Fit Assessment: Understand the Company culture to ensure it is the right environment for you.

• Long Term: Gain insights into the role and the Company for a long-term, stable career move.

• Exclusive Opportunities: Access a broader range of job opportunities.

• Personalised Candidate Profile: Stand out with a detailed profile highlighting your strengths and skills.

• Ongoing Support and Guidance: Benefit from continuous support throughout your job search process.

• Networking Opportunities: Leverage our extensive network of industry contacts for exclusive positions.

• Time Efficiency: Save time and effort with our efficient and effective recruitment strategies.

• Tailored Job Matching: Find the perfect fit with customised job matching based on your skills and career goals.

• Feedback Loop: Stay informed and engaged with regular updates and feedback on your application status.

Heroix - Rise to New Heights

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