Job description

We are looking for a Customer Support - German speaking to join our client's team. As a Customer Support Agent, you will play a crucial role in responding to customer questions and complaints via email (no phone calls) and reviewing content across marketplaces, ensuring compliance with company guidelines and country-specific laws. By doing so, you will contribute to a secure online space for users to interact with each other.

ABOUT OUR CLIENT

Our client is a leading provider of products and services for content security and moderation, to online marketplaces and is located in Qormi, Malta.

DUTIES AND RESPONSIBILITIES

View and review user-generated content (e.g. sales ads).
Respond to customer inquiries on all topics related to the online marketplace, by maintaining a positive, empathetic, and professional attitude towards the customers.
Follow communication procedures and policies.
Evaluate and make decisions in accordance with defined policies and guidelines.

EXPERIENCE, KNOWLEDGE AND SKILLS

No previous experience is required.
Strong PC skills, have the ability to learn to use new computer tools.
A strong reading and writing skills in German.
Basic to conversational English language skills.
Possess decision-making skills, attention to detail and a proactive mindset.
Possess strong analytical skills.
Passionate about making a difference.
Flexible in working times.

WORKING TIME

The working hours are 40 hours per week, 8 hours per day, with thirty minutes unpaid lunch break.
This is a rotational shift based role. Our client operates 365 days a year (weekends and public holidays).
Rotational shifts are from 07:00 to 15:30 or 15:30 to midnight, however, these times could also vary if cover is required during other periods between 07:00 and midnight, eg. 11:00 to 19:30, with two days off during the week.
During the training period in the office, the candidates will work Monday to Friday, morning shift from 07:00 to 15:30.

SALARY AND BENEFITS

Competitive salary.
Hybrid working.
Possibility to extend leave while working from abroad, within the EU (up to 2 weeks).
Team performance bonus, received twice a year, based on team performance.
Development and career opportunities.
Free transport to the office from certain areas in Malta.
Free private health insurance cover (after probationary period).
Free annual eye test.
Discounts for gym membership, taxi services.
Free English course.
Work from home allowance.
Flight cost reimbursement of up to €200, after the employee has passed their 6 month probationary period.
Our client will pay 5 days of accommodation in a hotel, which can be extended further upon authorisation, if the employee can’t find accommodation within the first 5 days.