Customer Experience Assistant — Gżira, Malta
About the Role
Our client, a well-established company operating in the automotive industry, is seeking a motivated and customer-focused Customer Experience Assistant. The successful candidate will support the Customer Experience Manager in delivering excellent service, handling customer feedback and enquiries, and maintaining high levels of customer satisfaction.
Key Responsibilities
- Contact customers following their appointments to gather feedback on the services provided.
- Follow up on customer concerns, requests, and enquiries with the relevant departments.
- Record and manage customer complaints in the CRM system, ensuring timely follow-up and resolution.
- Prepare customer feedback reports and share monthly insights with Sales and Aftersales teams.
- Assist the Customer Experience Manager in achieving customer satisfaction targets.
- Provide guidance to customers regarding loyalty programmes and related enquiries.
- Maintain accurate records of customer interactions, feedback, and complaints.
- Work closely with internal departments to ensure a positive customer experience.
- Participate in training and continuously develop customer service skills.
Requirements
- Minimum of 2 years of experience in a customer service role.
- A-level standard of education.
- Excellent written and verbal communication skills in English and Maltese.
- Proficiency in Microsoft Office and familiarity with CRM systems.
- Strong customer service, interpersonal, problem-solving, and organisational skills.
- Empathetic, adaptable, and professional approach when dealing with customers.
- Ability to work independently and as part of a team.
What’s on Offer
- Gross annual salary of €52,000–€55,000, depending on experience and suitability
- Annual performance-related bonus of up to 10–15% of gross annual basic salary, subject to agreed targets and conditions
- Company-paid mobile phone and business communication expenses
- The opportunity to lead the pre-opening and launch of a new hotel in St Julian's
- Direct involvement in strategic and operational decision-making
- The opportunity to build and lead a hotel team from the ground up
Skills Required
- Hotel pre-opening planning and project management
- Hotel operations: Front Office, Housekeeping, Maintenance
- Budgeting, forecasting, payroll and cost control
- Revenue management: occupancy, ADR, RevPAR, distribution channels
- Team recruitment, training and leadership
- Guest experience and online reputation management
Preferred Qualifications
- Previous hotel pre-opening experience (a strong advantage)
- Experience within independent 3-star or 4-star hotels
- Knowledge of the Maltese hospitality market and local suppliers
- Relevant hospitality or hotel management qualifications
Languages Required
- English — fluent, spoken and written (required)
- Maltese or other languages — an advantage
About the Company
Our client is preparing to launch a new 3-star hotel of approximately 60 rooms in St Julian's, Malta, planned to open in June 2027.
Location
Located in Gżira, on the waterfront facing Manoel Island and Sliema Creek.
About Outreach Recruitment
Outreach Recruitment Ltd is a Malta-based recruitment agency connecting employers with qualified local and international talent across hospitality, retail, finance, technology, healthcare, construction, engineering, maritime, and other industries.
How To Apply
Are you passionate about delivering excellent customer service and creating positive customer experiences? Apply now and take the next step in your career with our client's team.
Browse more roles: Hospitality Jobs in Malta · Malta salary calculator · All jobs in Malta
Frequently Asked Questions
What does the Hotel General Manager job pay?
A gross annual salary of €52,000–€55,000 depending on experience and suitability, plus a performance-related bonus of up to 10–15% of gross annual basic salary and a company-paid mobile phone.
When does the hotel open?
The hotel is expected to open in June 2027, subject to project readiness. The successful candidate will join sufficiently in advance to lead the pre-opening; the joining date is agreed with the applicant.
How big is the hotel?
It will have approximately 60 guest rooms and operate in the 3-star hotel segment in St Julian's.
Who does the General Manager report to?
The role reports directly to the Directors, with regular performance updates on challenges and opportunities.
Do I need pre-opening experience?
It is not required, but previous hotel pre-opening experience is considered a strong advantage. Senior hotel management experience is required.
Do I need to speak Maltese?
No. Fluent spoken and written English is required; knowledge of Maltese or other languages is an advantage.
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