Customer Support Agent (German Speaking)

About the role

Harbour Point Services Ltd is a medium-sized customer support centre serving international clients in gaming and online services. Based in Sliema/Gżira, the team supports multiple European markets and values accuracy, speed and friendly customer interactions. The company offers structured training and clear progression paths for language specialists.

As a German-speaking Customer Support Agent you will join a busy multilingual team handling inbound enquiries via phone, live chat and email. You will follow company procedures, resolve customer issues, log interactions in the CRM, and escalate more complex cases to specialised teams. The role is ideal for candidates who enjoy fast-paced customer contact and working in a structured team environment.

This is an on-site role with shift work that includes evenings and weekends on rotation. The position is attractive for candidates looking to build a career in multilingual customer support: the company provides paid training, regular feedback, and opportunities to move into team leadership or quality roles across Malta or within the group's broader European operations.

About Harbour Point Services Ltd

Harbour Point Services Ltd operates a multilingual contact centre supporting online platforms across Europe. The company focuses on high-quality customer experience, compliance and staff development. The team includes customer support specialists, quality analysts and team leads, with a strong focus on continuous training.

What you can expect

• Modern office near the Sliema/Gżira seafront
• Paid training and language coaching
• Performance-related monthly bonuses
• Clear progression routes into senior support and team leadership roles

Key responsibilities

• Respond to inbound customer enquiries in German and English via phone, live chat and email
• Follow scripted responses, product knowledge and company procedures to resolve queries
• Log interactions accurately in the CRM and update customer records where necessary
• Handle basic troubleshooting and guide customers through standard processes
• Escalate complex or sensitive issues to team leads or specialist departments
• Meet individual KPIs such as response time, resolution rate and customer satisfaction
• Participate in regular training, quality reviews and team meetings
• Contribute to improving knowledge base articles and support resources

Requirements

• Fluent German (C1+) and fluent English (B2+); excellent written and spoken skills in both languages
• Minimum 1 year of customer service or contact-centre experience preferred
• Comfortable working with phone, chat and email channels and basic CRM systems
• Strong problem-solving skills, attention to detail and a customer-first approach
• Availability to work a rotating shift pattern including evenings and weekends
• Legal right to work in Malta or ability to obtain the required work permit
• Good interpersonal skills and ability to work in a team-focused environment

How to apply

Send your CV and a brief cover note specifying your German language level and earliest start date to [email protected] with the subject line 'German Support - Customer Support Agent'.