German Speaking Client Relations Specialist (Hybrid)

About the job German Speaking Client Relations Specialist (Hybrid)

We are dynamic and rapidly growing global leader in customer experience solutions, partnering with some of the most innovative and beloved brands worldwide. We are excited to expand our multilingual team in the vibrant heart of Malta, specifically for a high-profile e-commerce project. We are passionate about creating seamless customer journeys and building strong, lasting relationships. If you thrive in a fast-paced environment and are eager to contribute to an exceptional online shopping experience, we invite you to join our inclusive and forward-thinking team.

Position Summary

We are seeking a proactive and empathetic Client Relations Specialist with native-level German language skills to join our dedicated team in Malta. This is a crucial role focused on ensuring outstanding customer satisfaction for our e-commerce clients. As a Client Relations Specialist, you will be the primary point of contact for German-speaking customers, providing expert support exclusively through email and chat channels. You will play a vital role in resolving inquiries, offering product guidance, and maintaining the high standards of service our e-commerce brand partners are known for. This is a hybrid position, combining the collaborative energy of 2 days in our modern Malta office with the flexibility of 3 days working remotely from home.

Key Responsibilities

Customer Interaction & Support (Email & Chat Only):

• 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.

Problem Resolution & Troubleshooting:

• 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.

Product Knowledge & Brand Representation:

• 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.

Collaboration & Continuous Improvement:

• 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.

Who We're Looking For

Language Proficiency:

• 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.

Skills & Experience:

• 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!

What We Offer

• 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.

Why Malta?

Malta offers an incredible blend of rich history, stunning Mediterranean landscapes, and a vibrant expatriate community. With its sunny climate, diverse culture, and excellent quality of life, it's an ideal location for those seeking professional growth in an exciting European hub. Embrace the opportunity to live and work on this beautiful island!