Customer Experience Officer

About the role

Join Elmo Insurance’s front‑desk team in Ta’ Xbiex as a Customer Experience Officer, providing a seamless and welcoming experience for clients and visitors while supporting digital service adoption.

Key responsibilities

• Handle customer enquiries via telephone, email, chat and other digital channels, delivering professional and personalised service.
• Take ownership of queries and aim for first‑resolution wherever possible.
• Use available systems and knowledge to resolve issues without unnecessary transfers.
• Assist customers with insurance enquiries, policy questions, documentation and service requests.
• Identify customer needs accurately and guide them to appropriate solutions.
• Capture relevant information in company systems for effective follow‑up.
• Escalate complex or technical matters to the appropriate department with clear communication.
• Follow up on outstanding queries to keep customers informed until resolution.
• Support customers in using Elmo’s digital services and communication channels.
• Perform reception and front‑desk duties, warmly greeting visitors to the Head Office.
• Collaborate with underwriting, claims, branches and other departments to continuously improve the customer journey.

Required profile

• Excellent written and verbal communication skills.
• Strong customer‑first attitude with the ability to listen, understand and resolve needs.
• Confidence communicating with customers over the telephone and through digital channels.
• Proactive problem‑solving approach and willingness to take ownership of queries.
• Minimum A‑Level standard of education.
• Insurance‑related qualifications or previous insurance experience considered a strong asset.
• Fluency in both written and spoken English and Maltese.
• Proficiency in Microsoft Office applications, including Word and Excel.
• Previous experience in customer service, contact centre or digital customer service is beneficial.
• Ability to work collaboratively across departments while maintaining responsibility for the customer experience.

Required skills

• Microsoft Word
• Microsoft Excel

What we offer

• Comprehensive training and development opportunities.
• Supportive, collaborative work environment.
• Employee wellness benefits such as reduced summer working hours and staff discounts.