Job Description

We're a global leader in customer experience, rapidly expanding our team in Malta for an exciting e-commerce collaboration. We partner with top brands worldwide, focusing on smooth customer journeys and strong relationships. If you're a driven individual eager to help shape an excellent online shopping experience, join our diverse and progressive team.

Role Summary

We're searching for a proactive and compassionate Customer Advisor fluent in German to join our dedicated team in Malta. This key position is all about ensuring customer satisfaction for our e-commerce clients. You'll be the main point of contact for German-speaking customers, providing expert support solely through email and chat . Your role is crucial for resolving queries, guiding customers on products, and maintaining the high service standards expected from our e-commerce partners. This is a hybrid role , offering two days in our modern Malta office and three days working from home.

Your Responsibilities

Customer Engagement (Email & Chat Only)

• Deliver professional, polite, and efficient support to German-speaking customers via email and live chat.
• Handle a wide array of customer questions, including product details, order status, shipping, returns, exchanges, and account management.
• Craft clear, concise, and tailored responses that match the brand's voice and effectively resolve customer issues.
• Proactively understand customer needs and offer relevant solutions or information to enhance their e-commerce journey.
• Manage multiple chat conversations simultaneously while upholding high quality and quick response times.

Issue Resolution

• Investigate and resolve customer complaints with empathy and a focus on finding solutions.
• Hand off complex issues to the relevant internal teams, keeping the customer informed.
• Accurately and thoroughly log all customer interactions in our CRM system.
• Spot common customer issues and help develop ways to solve them or improve our processes.

Product Expertise & Brand Advocacy

• Gain in-depth knowledge of e-commerce products, services, policies, and promotions.
• Stay updated on new product launches, features, and marketing campaigns to provide accurate, timely information.
• Act as a brand champion, ensuring every customer interaction builds a positive brand image and trust.

Teamwork & Growth

• Work effectively with colleagues, supervisors, and other departments for seamless service delivery.
• Participate in training and team meetings to boost your skills and knowledge.
• Provide feedback on customer trends to help enhance the overall customer experience and operational efficiency.
• Help create and update helpful FAQs and knowledge base articles.

What We're Looking For

Language Skills

• German: Native or C2-level fluency is essential for communicating with our German-speaking clients.
• English: Proficient (at least B2 level) is needed for internal communication, training, and system use.

Abilities & Background

• Excellent written communication in both German and English, with strong attention to detail.
• Demonstrated ability to convey complex information clearly and concisely via email and chat.
• Strong problem-solving skills and a customer-first mindset.
• Highly empathetic, patient, and positive in all interactions.
• Tech-savvy; able to quickly learn and navigate new software and CRM systems.
• Capable of working independently and as part of a team in a hybrid setup.
• Flexible and adaptable to changing workloads and priorities in a fast-paced environment.
• Previous experience in customer service, e-commerce, or similar client-facing roles is beneficial, but not required – we'll provide full training to the right candidate with the right attitude!

What We Offer

• Great Salary: A highly competitive compensation package that recognizes your contributions.
• Full Benefits: Robust health and life insurance for your peace of mind.
• Career Path: Excellent opportunities for professional growth, skill development, and internal promotions within our growing company.
• Relocation Support: Dedicated assistance if you're moving to Malta for this role, ensuring a smooth transition.
• Flexible Work: Our hybrid model offers a great balance between in-office collaboration and remote work.
• Inclusive Culture: Join a diverse, international, and supportive team where your work is valued.
• Paid Training: Comprehensive onboarding and ongoing training to help you succeed.
• Modern Workspace: Work in a top-notch office in Malta, designed for comfort and productivity.

Why Malta?

Malta is a fantastic place to live and work, offering a rich history, beautiful Mediterranean scenery, and a thriving international community. With its sunny weather, diverse culture, and high quality of life, it's perfect for those seeking career growth in an exciting European location.

Job Tags

Work at office, Remote work, Work from home, Worldwide, Relocation package, Flexible hours,

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