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 Client Relations Specialist 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.

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