Customer Service Associate

About us

Skillcast Group Plc is a B2B provider of e-learning and staff compliance management. We help companies build ethical, inclusive, and resilient workplaces and a culture of compliance with regulations and standards. Our clients are from all sectors, but the financial services sector is a major focus.

Position overview

We are looking for a Malta based Customer Service Associate to support our Customer Success Managers. In this role, you’ll manage client queries through our ticketing system, support client related work done on our bespoke Learning Management System (LMS), and help ensure a seamless customer experience. This position is ideal for someone comfortable with ticketing systems and database work as well as providing technical customer support on platform-based digital products or SaaS environments.

Responsibilities include:

Client interaction:

Handle incoming client requests via our ticketing system with quick, accurate turnaround to routine questions (Intercom).

Respond to customer requests within our agreed SLA times to meet our required Service Level Targets via incoming calls and CRM System (Intercom).

Triage client requests and use best practices to provide appropriate solutions and/or escalations.

Provide accurate information regarding our products and services to our clients.

Client administration and system management:

Ensuring notes and tickets are updated with excellent written communication skills

Ensuring accuracy and efficiency with Data entry and maintaining customer databases on the Learning Management System (LMS)

Process driven mindset to ensure continuous updates to all Skillcast systems and reference material as needed (Guru)

Support the Customer Success Management team:

Support the Customer Success managers with the upkeep of client portals and other tasks.

Enhance the overall customer experience and streamline processes by highlighting common issues and trends raised by clients.

Monitor and escalate complex problems to the CSMs or the CS Team Leaders when necessary.

Role Requirements:

Must be currently eligible to work in the EU with the relevant permits in hand and be based in Malta

Minimum 2 years’ experience in customer service, ideally in SaaS B2B environment

Minimum 2 years' experience with CRM systems and ticket management tools (e.g. Zendesk, Intercom would be considered an advantage)

Skills and Attributes:

Familiarity with supporting customers on digital products (like SaaS platforms) is highly desirable

Proven experience of following processes and procedures whilst offering solutions for improvement of the customer service experience for the client

Excellent communication skills, both verbal and written (English)

Ability to multitask and prioritise effectively in a fast-paced environment.

Strong organisational skills and a methodical approach to workload planning and task execution.

Excellent interpersonal skills, enabling seamless collaboration and relationship-building both internally and externally.

Extremely self-motivated, ability to thrive independently and as a strong contributor within a team environment.

Benefits:

Join our international company that is growing rapidly in a thriving and innovative sector.

Hybrid working pattern – currently a minimum of 2 days per week at our office and 3 days per week working independently and proactively from home.

Competitive salary (25k base increasing to 27k upon satisfactory completion of probation period).

Contributory Pension

Private Medical Health Care Plan

Life Assurance

To apply for this role, please click 'Apply for this job.'

Application Closing Date: 30 September 2026