German Speaking Customer Advisor (on-site)

Mandatory Residence Requirement: Applications will only be evaluated from candidates who are already residing in Malta. We are unable to provide relocation assistance or moving allowances for this role.

Position Summary

Are you a fluent German speaker living in Malta with a genuine enthusiasm for aviation, tourism, and guest relations? We are currently expanding our on-island German-Speaking Travel Advisory Network and are seeking a customer-focused professional to join our team.

As a primary ambassador for our brand, you will act as the first line of communication for passengers across multiple digital and voice channels, including live web chat, email, and telephone support. If you are a natural troubleshooter who excels in a fast-paced environment and takes pride in delivering seamless travel experiences, this role offers an exceptional path for your professional development.

Core Responsibilities

• Exemplary Customer Care: Deliver empathetic, prompt, and professional assistance across phone, email, chat, and social channels, converting stressful travel scenarios into positive client outcomes.
• Reservation Lifecycle Management: Supervise new holiday bookings, handle cancellation workflows, and execute flight modification or re-routing requests.
• Travel Consulting: Guide passengers with accurate insights regarding destination details, international travel restrictions, and global visa or customs requirements.
• Disruption Mitigation: Address real-time transit challenges, such as lost baggage claims, ticketing system errors, and coordination of special on-board accessibility requests.
• Interdepartmental Synergy: Work hand-in-hand with airport ground operations and flight dispatch teams to quickly untangle complex or escalated issues.
• Data Administration: Keep highly precise, comprehensive records of all traveler interactions, complaints, and resolutions within our internal CRM system.
• Professional Upskilling: Attend mandatory training modules to maintain an up-to-date understanding of shifting airline protocols, safety standards, and broader industry trends.

Operational Hours & Scheduling

• Structure: Full-time contract (40 hours per week).
• Shift Rotation: Roster patterns operating Monday through Sunday between the hours of 07:00 and 19:00, featuring 2 fixed rest days per week.

Total Compensation & Incentives

We feature a clear, benchmarked salary advancement schedule tied to your tenure, coupled with an excellent corporate benefits package:

Gross Base Salary Roadmap:

• Month 1 (Onboarding & Training): €885.40
• Months 2 to 6 (Probationary Framework): €1,425.60
• Month 7 Onward (Permanent Staff Tier): €1,596.00
• Month 13+: An advanced base pay rate augmented by an annual quality performance reward structure of €1,540.00.

Financial Supplements:

• Bilingual Premium: An exclusive German language allowance of up to €3,000 per annum, pro-rated and added directly into your monthly payroll.
• Performance Bonuses: Annual incentives reaching up to €2,000, awarded based on individual quality metrics and customer satisfaction ratings.

Professional Growth & Corporate Perks:

• Internal Advancement: We prioritize promoting from within. Employees are eligible to apply for leadership tracks and lateral career moves after just 6 months of service.
• Health & Well-being: Comprehensive private medical insurance, life insurance coverage, preferred rates at local fitness centers, and an affordable, subsidized corporate cafeteria.
• Daily Amenities: Free designated parking for employees and exclusive discount programs with local retail partners and service providers.
• Social Engagement: A welcoming, multicultural team environment featuring regular team-building days, social outings, and company-wide events.

Workplace Environment: Mosta, Malta

Our corporate office is situated in Mosta, a centrally located town celebrated for its historic landmark dome and vibrant community feel. Combining rich Maltese heritage with modern commercial centers, the location offers a straightforward, accessible commute from any point on the island, allowing you to cultivate an international corporate career while fully embracing the Mediterranean lifestyle.