- Location
- Gzira Office, Malta
- Workplace
- Remote, Hybrid
- Type
- Full-time
- Department
- Customer Service
- Source
- Workday
Description
POSITION OVERVIEW
The Customer Operations Specialist- Danish Speaker is responsible for delivering high-quality, multi-channel customer engagement while supporting the company’s broader operational goals. This role combines customer support, sales enablement, collections assistance, and loan servicing activities to ensure an exceptional and compliant customer journey. The specialist acts as a first point of contact, ensuring accurate guidance, efficient resolution, and proactive contribution to revenue and operational excellence.
KEY RESPONSIBILITIES
Customer Support & Communication
Respond promptly and professionally to customer inquiries across chat, phone, email, WhatsApp, Messenger, and other approved platforms.
Provide accurate information and guide customers through products, services, and processes.
Maintain a customer-first approach by demonstrating empathy, clarity, and professionalism.
Keep customers updated on the status of their requests, complaints, applications, or collections cases.
Sales & Revenue Generation
Identify customer needs and recommend suitable products and services.
Drive sales through proactive engagement, upselling, and cross-selling initiatives.
Support the achievement of individual and team revenue targets by converting service interactions into opportunities.
Collections & Loan Support
Provide first-level assistance in payment reminders and repayment arrangements, ensuring sensitivity and compliance.
Escalate complex collection or loan-related cases to dedicated teams with complete and accurate documentation.
Support loan servicing activities where applicable, ensuring smooth processing and customer guidance.
Issue Resolution & Escalations
Handle and resolve standard customer issues independently, ensuring swift and effective outcomes.
Escalate sensitive or complex cases (e.g., complaints, collections, fraud) with proper documentation.
Follow up to ensure timely and complete resolution for the customer.
Quality, Compliance & Risk
Adhere to company policies, compliance guidelines, and regulatory standards at all times.
Maintain accurate and complete records of all customer interactions.
Support GDPR, fraud detection, and complaint processes by escalating cases appropriately.
Uphold the highest quality standards in every interaction.
The starting salary for this position is €1,900 gross per month.
We offer:
A Truly Global Workplace – collaborate with 40+ nationalities across 25+ countries, embracing diversity, inclusion, and cross-cultural innovation
Hybrid & Flexible Work – balance your life and career with remote-friendly policies and modern offices across Europe
A Culture of Growth – accelerate your development with access to LinkedIn Learning, structured mentorship, and internal leadership programmes (HiPo & People Leader tracks)
Workation Programme – work remotely from abroad for up to 2 months per year and experience new cultures while staying connected and productive
Financial Growth Opportunities – invest in your future with our share purchase matching programme, doubling your contributions and fostering long-term rewards
Private Health Insurance – access comprehensive healthcare coverage tailored to local standards
Wellbeing Benefit – receive an annual wellness allowance to support your physical and mental health
Weekly Office Breakfast – enjoy a fresh start with breakfast at the office
We may use artificial intelligence (AI) tools to support specific parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses against predefined criteria. These tools assist our recruitment team but do not replace human judgment. All final hiring decisions are made by human recruiters.
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