About this role
🌍 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.