Job Description

We're a global leader in enhancing customer experiences, and we're 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 you're a motivated individual eager to help shape an outstanding online shopping experience, join our diverse and forward-thinking team.

The Role: Your Impact

We're 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. You'll 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 you'll work from our modern Malta office two days a week and remotely for three days.

Your Responsibilities: What You'll 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 brand's 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 We're 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 – we'll 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 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 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, it's an ideal location for those seeking career growth in an exciting European setting.

Job Tags

Work at office, Remote work, Worldwide, Relocation package, Flexible hours, 2 days per week,

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