Job Description

Our client specialises in inbound multichannel customer support across multiple verticals from their quality, strategically located centres in Fiji, South Africa and Peru and via their work from home colleagues in Namibia. As an international, award-winning, multilingual contact centre, they know that our staff and the relationships they have with their clients are their greatest and most valuable assets.



Our client is seeking motivated and customer-focused: service, care, support and soft-sale representatives to join our client’s customer service team. In this role, you will be the first point of contact for our customers, providing professional support and ensuring a positive customer experience. You will assist customers with enquiries, solve problems efficiently, and work closely with internal teams to provide excellent service.

Job Type: Permanent, Full Time

Work Place: Fully Remote (Work From Home)

Location: South Africa

Requirements

• Native level fluency in the German language (C1 Level): Verbal & Written skills essential (advanced level may be considered)

• Permanent residence permit / South African ID holders only

• Excellent computer literacy and technical skills

• Comfortable using CRM software, ticketing systems, and MS Office products

• No criminal record

• Previous customer service experience preferred

• Strong communication skills and professional email etiquette

• Ability to stay calm under pressure and find structured solutions

• Strong analytical ability to sort inquiries into tier levels and find swift, customer-focused solutions
• A professional, helpful attitude dedicated to supporting high-volume marketplace operations

Responsibilities



1st Level Support

• New Order Processing: Assist customers directly with placing new orders and navigating the initial buying process.
• Order Issues: Diagnose and resolve direct questions, errors, or troubleshooting requests tied to active orders.
• Non-Order Inquiries: Respond to general questions from customers, business clients, or suppliers that are not linked to a specific transaction.
• Delivery Queries: Address fulfilment tracking, shipping status updates, and transport-related issues.
• Omnichannel Communication: Manage incoming customer phone calls and emails promptly and professionally.
• Product & Account Advisory: Explain prices, item availability, active promotions, account details, or platform services clearly.
• Internal System Documentation: Process requests efficiently in internal systems by recording customer interactions, updating account data, and creating support tickets.

2nd Level Support & Escalation

• Legal Claims: Handle and manage regulatory requests, contract queries, and policy-related customer questions.
• Payments & Refunds: Process complex requests regarding pricing disputes, billing, payment verification, and refund requests.
• B2B Relationship Management: Actively support specialised business customers (like restaurants, hotels, and retailers) with advanced account adjustments and bulk purchases.
• Cross-Functional Collaboration: Coordinate directly with logistics, sales, finance, or warehouse teams to solve escalated customer complaints (e.g., missing items, damaged goods, or delayed deliveries).
• Compliance & Premium Standards: Follow German customer service standards by communicating professionally in German (and sometimes English), protecting customer data, and adhering strictly to company procedures.