Monitor and evaluate customer interactions across multiple channels to ensure quality, consistency, and compliance with service standards.
Analyse customer enquiries, complaints, and feedback to identify trends, recurring issues, and recommend opportunities for improvement.
Collect and interpret customer insights through surveys, interviews, service reviews, and other feedback mechanisms.
Prepare regular reports on customer satisfaction metrics and translate data into clear, actionable insights.
Collaborate closely with Client‑Facing Departments and Product Teams to ensure alignment on service standards and customer needs.
Ensure compliance with service guidelines, internal policies, and relevant regulatory requirements.
Participate in service reviews and training activities to maintain and improve service standards

At least 2 years of experience in a customer experience role, preferably across multiple communication channels.
Excellent spoken and written communication skills in both English and Maltese.
Familiarity with customer satisfaction metrics, surveys and reporting tools.
Strong customer‑centric mindset with a passion for delivering excellent service.
Good reporting skills with proven ability to understand data and translate insights into practical improvements.
Strong problem‑solving and complaint‑handling skills with high attention to detail and commitment to compliance.
Ability to collaborate effectively across departments and with multiple stakeholders.

Customer Experience Associate

Key skills