Customer Support Agent (Finnish Speaking)

About the role

NordicConnect Malta Ltd is a growing multilingual customer service centre specialising in Nordic-speaking support for a range of online and digital services. The company operates from a modern office in Sliema and serves clients across Finland and the Baltics, offering a structured training programme and opportunities to progress into team-lead and specialist roles.

As a Finnish-speaking Customer Support Agent you will be part of a close-knit front-line team handling inbound enquiries via live chat, email and telephone. You will follow established procedures, update CRM records, resolve routine issues and escalate complex cases to specialists. The role is fast-paced and KPI-driven, with strong emphasis on quality, empathy and adherence to regulatory and client-specific guidelines.

This role suits someone who is a native or near-native Finnish speaker with fluent English, enjoys helping customers and is comfortable working shift patterns that cover Nordic time zones. The position is an excellent opportunity to build language-led customer service experience in Malta’s multilingual market, with internal training, regular feedback and clear career pathways.

About NordicConnect Malta Ltd

NordicConnect Malta Ltd is a Malta-based multilingual contact centre focused on providing Finnish, Swedish and English customer support for digital and online services operating in Nordic markets. We combine local Maltese customer-service know-how with specialised language teams to provide high-quality, compliant support for our partners.

What you can expect

• Modern Sliema office with sea views and easy transport links
• Structured training and clear progression paths
• Performance-related bonus scheme
• Private health insurance and employee assistance programme

Key responsibilities

• Handle inbound customer enquiries in Finnish across phone, live chat and email channels with professionalism and empathy.
• Resolve routine account, billing and product/service questions following company scripts and procedures.
• Log and update cases in the CRM, ensuring accurate notes and timely follow-up actions.
• Escalate technical or compliance-related issues to senior specialists according to internal workflows.
• Meet individual and team KPIs for response times, quality scores and customer satisfaction.
• Contribute to and maintain the Finnish knowledge base and FAQ resources to improve first-contact resolution.
• Process basic transactions such as refunds or account adjustments where authorised.
• Participate in regular team meetings, training sessions and quality reviews.

Requirements

• Native or near-native fluency in Finnish (spoken and written).
• Fluent English (B2+), comfortable with written and spoken business communication.
• Minimum 1 year of customer service or support experience (call centre, chat support or retail).
• Comfortable working in a KPI-driven environment and flexible to work shifts including evenings and some weekends.
• Good IT literacy: comfortable with CRM systems, web-based tools and MS Office.
• Strong communication skills, empathy and problem-solving orientation.
• Eligible to work in Malta (EU passport or valid Malta work authorisation).

How to apply

Send your CV and a short cover note outlining your Finnish language experience, availability and notice period to the contact email below. Include any relevant references or support-platform experience.