Ecolab

Customer Advisor, German-Speaking, Email and Chat Support

Ecolab

full-time

Posted on:

Origin:  • 🇲🇹 Malta

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Job Level

Mid-LevelSenior

About the role

  • Deliver professional, polite, and efficient support to German-speaking customers via email and live chat.
  • Handle customer questions about product details, order status, shipping, returns, exchanges, and account management.
  • Craft clear, concise, and tailored responses that match the brand's voice and effectively resolve customer issues.
  • Manage multiple chat conversations simultaneously while upholding high quality and quick response times.
  • Investigate and resolve customer complaints with empathy and a focus on finding solutions; hand off complex issues to relevant internal teams while keeping customers informed.
  • Accurately and thoroughly log all customer interactions in our CRM system.
  • Spot common customer issues and help develop ways to solve them or improve processes; help create and update FAQs and knowledge base articles.
  • Gain in-depth knowledge of e-commerce products, services, policies, and promotions; stay updated on new product launches and marketing campaigns.
  • Act as a brand champion, ensuring every customer interaction builds a positive brand image and trust.
  • Work effectively with colleagues, supervisors, and other departments for seamless service delivery; participate in training and team meetings and provide feedback on customer trends.

Requirements

  • German: Native or C2-level fluency.
  • English: Proficient (at least B2 level).
  • Excellent written communication in both German and English, with strong attention to detail.
  • Demonstrated ability to convey complex information clearly and concisely via email and chat.
  • Strong problem-solving skills and a customer-first mindset.
  • Highly empathetic, patient, and positive in all interactions.
  • Tech-savvy; able to quickly learn and navigate new software and CRM systems.
  • Capable of working independently and as part of a team in a hybrid setup.
  • Flexible and adaptable to changing workloads and priorities in a fast-paced environment.
  • Previous experience in customer service, e-commerce, or similar client-facing roles is beneficial but not required; full training provided.