Job Description

Our client, a leading insurance provider in Malta, is seeking a detail-oriented and customer-focused Customer Operations Associate to join their Customer Experience team. The successful candidate will support operational processes, ensuring high-quality service delivery, accurate case handling, and efficient communication across departments.

This role is ideal for someone with experience in structured customer service environments who values accuracy, process adherence, and clear communication.

Key Responsibilities

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  Manage, document, and close customer cases using a case management system within agreed timelines.
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  Maintain accurate and detailed records of customer interactions, actions, and resolutions.
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  Respond to customer enquiries via phone and email in a professional and timely manner.
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  Collaborate with insurance and claims teams to support customer onboarding and related processes.
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  Track and report key operational metrics, including onboarding and data quality indicators.
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  Follow structured procedures to ensure consistent service delivery and compliance.
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  Perform administrative and support tasks to assist the wider Customer Experience team.
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  Contribute to continuous improvement of processes and customer service standards.

Requirements

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  Minimum 1 year of experience in a contact centre or customer-facing support role.
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  Fluency in English and Maltese (spoken and written) is essential.
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  Experience handling customer communication via phone and email in a professional environment.
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  Familiarity with ticketing or case management systems
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  Proficiency in tools such as Microsoft Outlook, Excel, and virtual phone systems
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  Strong attention to detail and a structured, process-driven approach.
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  Strong teamwork and collaboration skills.

What’s on Offer

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  Hybrid working model.
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  Reduced summer working hours.
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  Health insurance.
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  Staff discounts.
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  Sponsorship for professional qualifications and training.
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  A supportive and development-focused working environment.

If you are passionate about customer service and thrive in a structured, fast-paced environment, we would love to hear from you.