Back Office and Customer Support Officer 24/5

About the role

A global company providing real-time customer support to clients worldwide is looking for a dedicated Back Office and Customer Support Officer to act as the first point of contact for its clients. The role is on-site in Malta and covers 24/5 operations, Monday to Friday, with rotating weekly shifts. Only candidates residing in Malta will be considered.

Key responsibilities

• Handle incoming customer inquiries via live chat, email and telephone with efficiency and professionalism.
• Provide accurate information and guidance on the company's services, platforms and procedures.
• Investigate and resolve client issues in a timely and thorough manner, escalating complex issues and following up until resolved.
• Record and document all customer interactions accurately in the CRM system.
• Maintain a positive and empathetic attitude toward customers at all times.
• Stay up to date with internal procedures, compliance guidelines and product updates.

Required profile

• Resident of Malta.
• Previous experience in a customer support or client service role, preferably in financial services or fintech.
• Fluent English (written and spoken); additional languages are a strong asset.
• Willingness to work a rotating shift schedule and adapt to a global client base.
• Detail-oriented, able to work independently and collaboratively in a fast-paced environment.

Required skills

• Proficiency in CRM systems, ticketing tools and common office software.
• Strong interpersonal and communication skills, with the ability to explain complex topics clearly.

What we offer

• Additional compensation for night shifts.
• Birthday off.
• A modern office in a central location close to amenities, including bus stations.
• A collaborative, multicultural working environment.