German Speaking Customer Advisor

• Provide professional, courteous, and efficient support to German-speaking customers via email and live chat.
• Address a wide range of customer inquiries, including product information, order status, shipping details, returns, exchanges, and account management.
• Craft clear, concise, and personalized responses that reflect the brand's tone of voice and resolve customer issues effectively.
• Proactively identify customer needs and provide relevant solutions or information to enhance their e-commerce experience.
• Manage multiple chat conversations simultaneously while maintaining high quality and response times.

• Investigate and resolve customer complaints and issues with empathy and a solution-oriented approach.
• Escalate complex or unresolved issues to the appropriate internal teams while maintaining clear communication with the customer.
• Document all customer interactions accurately and thoroughly within the CRM system.
• Identify recurring customer issues and contribute to developing solutions or improving processes.

• Develop an in-depth understanding of the 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 ambassador, ensuring every customer interaction reinforces a positive brand image and trust.

• Collaborate effectively with team members, supervisors, and other departments to ensure seamless service delivery.
• Participate in training sessions and team meetings to enhance skills and knowledge.
• Provide feedback and insights on customer trends and pain points to help improve overall customer experience and operational efficiency.
• Contribute to the creation and maintenance of helpful knowledge base articles and FAQs.

• German: Fluent/Native (C2 level) – essential for effective communication with our German-speaking clientele.
• English: Proficient (B2 level minimum) – required for internal communication, training, and system navigation.

• Excellent written communication skills in German and English, with strong attention to detail.
• Proven ability to communicate complex information clearly and concisely via email and chat.
• Strong problem-solving abilities and a customer-first attitude.
• High level of empathy, patience, and a positive demeanor in all interactions.
• Tech-savvy with the ability to quickly learn and navigate new software and CRM systems.
• Ability to work independently and as part of a team in a hybrid environment.
• Flexibility to adapt to changing priorities and workloads in a fast-paced setting.
• Prior experience in customer service, e-commerce, or a similar client-facing role is a valuable asset, but not strictly mandatory – full training will be provided to the right candidate with the right attitude!

• Competitive Salary: A highly attractive compensation package that recognizes your skills and contributions.
• Comprehensive Benefits: Robust health and life insurance coverage to ensure your well-being.
• Career Growth: Significant opportunities for professional development, upskilling, and internal career progression within a rapidly expanding company.
• Relocation Package: Dedicated support and assistance for candidates relocating to Malta to ensure a smooth transition.
• Hybrid Work Model: Enjoy the best of both worlds with a flexible schedule that combines on-site collaboration and remote work.
• Vibrant Work Environment: Join a diverse, international, and supportive team where your contributions are valued.
• Paid Training: Comprehensive onboarding and continuous training programs to equip you with the knowledge and tools for success.
• Modern Office: Work in a state-of-the-art office facility in Malta, designed for comfort and productivity.

Eco Plus Solutions AB