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German Customer Service Representative WFH

2 months ago

Cape Town, Western Cape, South Africa Surgo PTY Ltd Full time
Job Title: German Customer Service Representative WFH

This is a seasonal contract (WFH) - October 2024 TO March 2025 (Potential to extend the contract depending on the campaigns performance)

Key Accountabilities:
  • Brand ambassador for the client
  • Ensure customer service is provided at a high standard
  • Ensure that all customers can communicate with ease by acting quickly and consistently
  • Display your passion for service by always putting customers first
  • Make sure the customer is at the heart of every conversation
  • Achieve all personal KPIs
  • Take ownership and responsibility for personal development, learning and performance levels
  • Willingly undertake all necessary training provided by the Training Manager or client
Main Activities:
  • Be the first point of contact for all customer queries; take ownership for the investigation and resolution of customer queries and complaints; aiming for a first contact resolution wherever possible and within the parameters of the client directives and scripting
  • Proactively work to mitigate any escalations, deal with returns and exchanges, order status queries and provide information on time-line logistics
  • Provide outstanding customer service across telephone, social media, webchat and email
  • Update and maintain customer records ensuring that any agreed actions are logged and that customers are kept regularly informed of the progress of their issue
  • Keep managers and team members updated with sensitive or potential Brand impacting issues
Key Skills:
  • Essential
  • A desire and genuine passion for delivering excellent customer service ensuring an empathetic approach
  • Outstanding social service etiquette, with the ability to be versatile in your approach to adapt your style for each customer
  • Excellent interpersonal skills; able to communicate with customers and colleagues at all levels
  • Ability to work in a fast-paced environment with tight deadlines
  • Able to multitask and manage own workload and prioritise tasks to achieve deadlines
  • Able to remain calm under pressure
  • Strong written and verbal communication skills
  • Experience of working in a customer-facing environment
  • Works well within a team
  • Confident IT skills
  • Flexibility, professionalism, drive and willingness to learn

Surgo (Pty) Ltd is an equal opportunities employer and welcomes applications from diverse candidates. Please note that as a registered member of APSO, Surgo (PTY) Ltd. does not hold applicants accountable for any application fee.