German Language Customer Support Specialist

3 weeks ago

Cape Town, Western Cape, South Africa Black Pen Recruitment Full time

Company Overview

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We are a dynamic company that specializes in providing innovative solutions to enhance the customer experience for global brands.

Our services support the full lifecycle of our clients' digital transformation journeys, enabling them to embrace next-generation digital technologies and deliver better business outcomes.

Salary: R24 000 per month (CTC)

Job Description

As a German-speaking customer support specialist, you will be responsible for handling inbound and outbound customer inquiries via phone, email, and chat in a professional and courteous manner.

You will assist customers with product and service-related questions, orders, returns, and technical issues, providing accurate and detailed information to ensure their satisfaction and resolve any issues efficiently.

Required Skills and Qualifications

  • Fuency in German is mandatory.
  • Previous experience in a customer service or call center role is highly desirable.
  • Experience in e-commerce, technology, or a similar industry is a plus.
  • Proficient in using customer service software, CRM systems, and Microsoft Office Suite.
  • Basic technical knowledge of products and services.
  • Excellent verbal and written communication skills with a strong customer focus.
  • Ability to handle difficult situations with empathy, patience, and professionalism.
  • Strong problem-solving abilities with attention to detail and accuracy.
  • Ability to think on your feet and provide quick, effective solutions to customer issues.
  • Strong time management and organizational skills with the ability to multitask in a fast-paced environment.
  • Ability to work independently as well as part of a team.
  • Flexibility to work in shifts, including evenings, weekends, and holidays if required.
  • Willingness to undergo training and development to enhance skills and product knowledge.

Responsibilities

  • Handle inbound and outbound customer inquiries via phone, email, and chat.
  • Assist customers with product and service-related questions, orders, returns, and technical issues.
  • Provide accurate and detailed information to customers to ensure their satisfaction and resolve any issues efficiently.
  • Identify customer needs and offer appropriate solutions or alternatives.
  • Escalate complex or unresolved issues to the appropriate department or supervisor, ensuring follow-up and resolution.
  • Document customer interactions, issues, and resolutions in the CRM system.
  • Stay up-to-date with product offerings, services, promotions, and company policies to provide accurate information to customers.
  • Educate customers on product features, benefits, and usage.
  • Work closely with other customer service team members and departments such as Sales, Logistics, and IT to ensure a seamless customer experience.
  • Participate in team meetings, training sessions, and continuous improvement initiatives.
  • Strive to achieve and exceed customer satisfaction targets and service level agreements (SLAs).
  • Collect and analyze customer feedback to identify areas for improvement.

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