Customer Service Agent

14 hours ago

Malta Newstel Full time €30,000 - €45,000 per year

Customer Service Agent (German & English) | Remote | Malta-Based Only
Remote – Candidates must be based in Malta
Full-Time | 40 hours/week | Minimum 160 hours/month + opportunity for extra hours
Indefinite Contract
Bring Your Own Device – We supply screens and some peripherals; you must provide your own PC/laptop

Join Newstel – Where Customer Care Comes First
We're hiring a German-speaking Customer Service Agent (also fluent in English) to join our remote team on a full-time, indefinite contract. You'll play a key role in supporting one of our leading client campaigns, delivering seamless and thoughtful customer service.

Please note: While this role is remote, you must be based in Malta. During the initial training period, you'll be required to work from our San Ġwann office for a couple of days each week to ensure full onboarding support.

Shifts & Training
● Working Hours: Monday to Sunday, 09:00–20:00 (Malta time)
● Shift Pattern: 8-hour shifts on a rotating schedule – 10 shifts across 2 weeks (Week 1: 4 shifts, Week 2: 6 shifts), meaning you have every other weekend off
● Monthly Hours: Minimum of 160 hours per month, with the opportunity to take on extra hours if available
● Training: Starting 8 September 2025, Monday to Friday, 09:00–17:00 (UK time), for 3 weeks

What You'll Do
As the first point of contact, you'll represent our client brand, managing inquiries via phone, email, live chat, and social media with care and precision.

Key responsibilities:
● Delivering best-in-class service to every customer interaction
● Handling inquiries and issues with empathy, efficiency, and professionalism
● Supporting daily operational tasks like supplier management and order processing
● Sharing insights to improve customer experience and tools
● Engaging with team updates on Slack and collaborating with your peers
● Meeting productivity, quality, and compliance targets

What You Bring

Languages:
● Fluency in German and English (both spoken and written) is essential

Skills & Attributes:
● Customer-focused communicator, confident across platforms and situations
● Positive, empathetic, and solutions-oriented mindset
● Tech-comfortable – Zendesk experience is a plus
● Strong team player who can also work independently
● Always seeking ways to improve, adapt, and add value
● Comfortable working toward clear KPIs and goals

Experience & Tools
● Customer service experience in a consumer-facing setting
● Experience working to performance targets
● Familiarity with Zendesk and productivity tools (Google/Microsoft Suite) preferred
● Bring Your Own Device: You'll need to use your own PC/laptop. We'll provide external screens and some peripherals to support your setup.

Why Newstel?
At Newstel, we do things differently. We lead with empathy, adapt with agility, and never settle for "just okay." When you join us, you join a team that's customer-obsessed and always striving to elevate the experience—for clients and colleagues alike.

Training starts 8 September 2025. Apply now and take the next step in your customer service career with a team that values your voice and celebrates your impact.

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