Back Office and Customer Support Officer 24/5

About Us

We are a global dynamic company providing solutions to a diverse global client base. As part of a wider international group, we are committed to delivering high-quality, real-time customer support to our clients worldwide. Our team is growing, and we are currently looking for a dedicated and customer-focused individual to join our Back Office and Customer Support Department.

Position Overview

We are seeking a professional, and motivated Back Office and Customer Support Officer to serve as the first point of contact for our clients across the globe. The ideal candidate will provide timely, effective, and courteous support via various channels, ensuring a seamless experience for our customers.

This role requires on-site presence and involves rotating weekly shifts to support our 24/5 global operation. Our support services run continuously from Monday to Friday, ensuring clients receive assistance whenever they need it.

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.

• Escalate complex issues to the relevant departments and follow up until resolution.

• 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.

Shift Structure

• 24/5 coverage from Monday to Friday.

• The team operates on three rotating shifts:

  • Day Shift

  • Afternoon Shift

  • Night Shift

• Weekly shift schedules will rotate evenly among all team members, ensuring balanced coverage and fair distribution.

• All shifts are on-site, and punctuality, reliability, and team coordination are critical.

Required Qualifications & Skills

• Only candidates residing in Malta will be considered.

• Willingness to work a rotating shift schedule and adapt to the needs of a global client base.

• Previous experience in a customer support or client service role, preferably in the financial services or fintech industry.

• Fluent English (written and spoken); additional languages are a strong asset.

• Strong interpersonal and communication skills, with the ability to explain complex topics clearly.

• Proficient in using CRM systems, ticketing tools and common office software.

• Able to work independently and collaboratively in a high-pressure, fast-paced environment.

• Detail-oriented with strong organizational and multitasking abilities.

What We Offer

• Additional compensation for night shifts

• Birthday off

• A modern office in a central location, close to all amenities, including bus stations

• A collaborative and multicultural working environment

• Opportunity to work with a fast-growing financial group serving clients globally

*We are an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.