Assistance Operations Coordinator (24/7 Shift Basis)

Middlesea Assist Ltd is looking for energetic, customer-focused individuals to join our Assistance Operations Team. This is more than a contact centre role! We will train you to help people with real emergencies while working in a dynamic, technology-driven environment where no two days are the same.

Job Responsibilities and Duties:

Duties to include but are not limited to:

• Handle incoming requests for assistance services via phone and digital channels;
• Coordinate contractors and service providers to ensure timely assistance delivery;
• Keep customers informed and supported throughout their assistance journey;
• Respond quickly and effectively to changing priorities in a fast-paced environment;
• Accurately document cases and customer interactions in company systems;
• Collaborate with colleagues to deliver an outstanding customer experience;
• Other operations and customer service duties as may be assigned.

Requirements and Skills:

• Willingness to work on a shift basis, including weekends and night shifts;
• Fluent spoken and written English;
• Spoken Maltese is considered an asset but not essential;
• Confident using technology and Microsoft applications, with the ability to learn new systems quickly;
• Excellent empathy, communication and problem-solving skills;
• Ability to multitask and remain calm under pressure;
• Positive attitude, strong work ethic and customer-first mindset;
• Experience in customer service, hospitality, retail, operations or a contact-centre environment is considered an asset.

Benefits upon employment:

• Shift allowance

• Entry performance bonus

• Paid breaks and comfort breaks

• Towing and Home Assistance benefit

• Discounted insurance products

• On the job training throughout your career

• Birthday Leave

• Off-Peak Leave

Benefits after approximately three (3) months of employment:

• Work from home benefit (Hybrid option)

Benefits upon successful completion of probation period of six (6) months:

• Full performance bonus

• Health insurance (Group Health Plan)

Benefits after one (1) year of employment:

• Variable salary