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.

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