German Speaking Customer Advisor

Were a global leader in enhancing customer experiences and were rapidly expanding our team in Malta for an exciting e-commerce collaboration. We partner with leading brands worldwide focusing on creating seamless customer journeys and strong relationships. If youre a motivated individual eager to help shape an outstanding online shopping experience join our diverse and forward-thinking team.

The Role: Your Impact

Were seeking a proactive and compassionate Customer Advisor fluent in German to join our dedicated team in Malta. This crucial position is all about ensuring our e-commerce clients customers are satisfied. Youll be the primary contact for German-speaking customers offering expert support exclusively through email and chat. Your role is vital for resolving questions guiding customers on products and upholding the high service standards expected by our e-commerce partners. This is a hybrid position meaning youll work from our modern Malta office two days a week and remotely for three days.

Your Responsibilities: What Youll Do

Customer Engagement (Email & Chat Only)

• Provide professional courteous and efficient support to German-speaking customers via email and live chat.
• Handle a wide range of customer inquiries including details about products order status shipping returns exchanges and account management.
• Craft clear concise and customized responses that match the brands tone and effectively resolve customer issues.
• Proactively understand customer needs and offer relevant solutions or information to improve their e-commerce experience.
• Manage multiple chat conversations simultaneously while maintaining high quality and quick response times.

Issue Resolution

• Investigate and resolve customer complaints with empathy and a strong focus on finding solutions.
• Escalate complex issues to the appropriate internal teams keeping the customer updated on progress.
• Accurately and thoroughly record all customer interactions in our customer relationship management (CRM) system.
• Identify recurring customer issues and contribute to developing solutions or improving our processes.

Product Expertise & Brand Advocacy

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

Teamwork & Growth

• Collaborate effectively with colleagues supervisors and other departments to ensure seamless service delivery.
• Participate in training and team meetings to enhance your skills and knowledge.
• Provide feedback on customer trends to help improve the overall customer experience and operational efficiency.
• Assist in creating and updating helpful frequently asked questions (FAQs) and knowledge base articles.

What Were Looking For: Your Profile

Language Skills

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

Abilities & Background

• Excellent written communication skills in both German and English with meticulous attention to detail.
• Demonstrated ability to convey complex information clearly and concisely through email and chat.
• Strong problem-solving abilities and a customer-centric 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 both 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 well provide comprehensive training to the right candidate with the right attitude!

What We Offer: Benefits & Perks

• Excellent Compensation: A highly competitive salary package that truly recognizes your contributions.
• Full Benefits: Robust health and life insurance for your peace of mind.
• Clear Career Path: Excellent opportunities for professional growth skill development and internal promotions within our expanding company.
• Relocation Support: Dedicated assistance if youre 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 flexibility.
• Inclusive Culture: Join a diverse international and supportive team where your work is genuinely 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 boasting a rich history beautiful Mediterranean landscapes and a thriving international community. With its sunny weather diverse culture and high quality of life its an ideal location for those seeking career growth in an exciting European setting.