Job Description

Job Title: German Telephone Agent, Remote

Full Time or part time in permanent position

Reports To: Office Manager / Country Manager Namibia

Department: Dialogue Centre

Location: Swakopmund only

Speaks clearly, distinctly, and with a friendly, courteous tone. Uses listening skills to put callers at ease and obtains accurate, complete information. Answers incoming calls and directs them according to the portal instructions provided.

Takes and distributes messages for German clients, provides information, and answers inquires as per instructions provided (CCF).

TELEPHONE OPERATOR DUTIES AND RESPONSIBILITIES:

• Answers incoming calls.
• Directs calls as per instructions provided in client portal.
• Receives client messages and delivers these accordingly.
• Logs all calls as per instructions in client portal.
• Provides information to the caller, as instructed in the client portal (CCF).
• Understand the telephone operator system.
• Assists in reporting telephone equipment defects or service complaints and problems.
• Following telephone etiquette, by remaining calm and applying good listening skills
• Must be polite and courteous while answering the phone, speaking in a clear voice
• Open and close telephone functionality on the office software.
• Able to apply conflict resolution
• Attend meetings as and when required

Experience: Previous client service experience desired.

Requirements

• At least Grade 12 or job-related experience / Qualification
• Computer literate (Microsoft Office Suite / Call Centre Frontend)
• Namibian Citizen or a Permanent resident and/or have Domicile.
• Fluency in German and English.

Home Office Requirement

The employee must have a dedicated, quiet workspace free from distractions. The home office should have reliable internet access (25 Mbps download/10 Mbps upload), necessary office equipment such as a desk and chair. The workspace must meet health and safety standards, allowing for productive, uninterrupted work hours.