Customer Experience Officer

Elmo Insurance is a respected company linked to global and financially strong reinsurers. Through a commitment to financial strength, quality underwriting and products, experienced and qualified professionals, and a personalised service, we will ensure that the expectations of our shareholders, reinsurers, customers, and people are fully met, and that the company contributes to the economy and insurance market in Malta.

We are seeking a customer-focused and professional individual to join our front-desk team as a Customer Experience Officer at our Head Office in Ta’ Xbiex. As the first point of contact for our company, you will play a crucial role in delivering a seamless, welcoming, and supportive experience to clients and visitors, with an increased focus on digital customer service.

Key Responsibilities:

Handle customer enquiries primarily through telephone, email, chat and other digital channels , providing a professional, efficient and personalised service.

Take ownership of customer queries and aim to provide a complete first resolution wherever possible.

Use available systems, knowledge and internal resources to resolve queries without unnecessarily transferring customers between departments.

Assist customers with general insurance enquiries, policy-related questions, documentation and other service requests within the scope of the role.

Identify customer needs accurately and guide them towards the appropriate solution or next step.

Capture all relevant information accurately within company systems to support effective resolution and follow-up.

Escalate more complex or technical matters to the appropriate department when required, ensuring a smooth handover and clear communication with the customer.

Follow up on outstanding queries where necessary and help ensure customers are kept informed until their request is resolved.

Support customers in making greater use of Elmo's digital services and communication channels.

Assist with reception and front-desk duties when required, warmly greeting and supporting customers and visitors attending the Head Office.

Work closely with underwriting, claims, branches and other departments to continuously improve the customer journey and reduce unnecessary customer effort.

What We’re Looking For:

Excellent written and verbal communication skills.

A strong customer-first attitude with the ability to listen, understand and resolve customer needs.

Confidence communicating with customers over the telephone and through digital channels .

A proactive approach to problem solving and a willingness to take ownership of customer queries.

A minimum of an A-Level standard of education.

Insurance-related qualifications or previous insurance experience are 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 a customer service, contact centre, digital customer service or similar customer-facing environment is considered beneficial.

The ability to work collaboratively across different departments while maintaining responsibility for the customer experience.

Why Join Us?

This is your opportunity to join a financially secure company that values its employees and has a people-first culture. We offer comprehensive training to help you succeed in your role, along with a supportive, collaborative and high-quality work environment. The right applicant will be offered career development and learning opportunities as well as a number of employee wellness benefits, including reduced summer working hours and staff discounts.

Apply today and take the next step in your career!

Elmo Insurance Limited (C-3500) is registered in Malta. Authorised to carry on general insurance business in terms of the Insurance Business Act (Chapter 403 of the Laws of Malta) and regulated by the Malta Financial Services Authority.