Customer Service Agent – Email Support (Remote, Based in Malta)

At Newstel Worldwide, we specialise in next-generation customer service solutions, helping businesses optimise their support operations. Our mission is to connect businesses with their customers through seamless, high-quality interactions. We focus on multilingual support, scalable service models, and a customer-first approach to ensure outstanding experiences across various industries.

As part of our expansion, we are looking for a Customer Service Agent to join our team in Malta.

While this is a remote role, applicants must already be based in Malta. Applicants who are not currently living in Malta will not be considered. This is also a bring-your-own-device (BYOD) role.

About the Role

As a Customer Service Agent, you will be the first point of contact for users, providing support exclusively via email through our Zendesk ticketing system. No phone calls or live chat are required. You will play a key role in ensuring user queries are handled efficiently while maintaining internal service guidelines. Additionally, you will collaborate with internal teams to resolve technical questions and provide valuable user feedback for continuous improvement.

Key Responsibilities

• Handle user inquiries exclusively via email through the Zendesk ticket system.
• Ensure users adhere to internal guidelines and provide accurate responses to inquiries.
• Work closely with other internal teams to resolve technical issues and escalate feedback when needed.
• Maintain an overview of customer support processes and contribute suggestions for improvements.
• Support the team with a flexible work schedule, 30–40 hours per week.

What We’re Looking For

• Previous customer service experience or strong communication skills with a good intuition for handling customer interactions.
• Excellent written communication skills in English (native-level fluency required).
• Familiarity with helpdesk platforms like Zendesk is a plus, but not required.
• A proactive team player who enjoys contributing to process improvements.
• Enthusiasm for digital products, mobile gaming, and online platforms is a bonus.
• Must be open to working weekend shifts as part of the regular schedule.
• Must be based in Malta.
• This is a bring-your-own-device (BYOD) role.

This is a great opportunity to join a fast-growing, innovative company where you can develop your customer service skills in a structured, email-based support environment. If you're detail-oriented, tech-savvy, and passionate about delivering great customer experiences, we encourage you to apply.

To apply, please submit your CV and a brief cover letter outlining your interest in the role.