🌍 Customer Service Agent (German & English) | Remote | Malta-Based Only

🌍 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.