German Customer Service Advisor

4 days ago

Cape Town, South Africa Surgo HR & Training Full time

Our client based in Century City in the Travel industry is a world leader in products for frequent and discerning travellers with a powerful portfolio of brands. One of the world’s leading independent airport VIP lounge programmes, and the International Airline Passengers Association, which has been providing services and savings for frequent flyers since the 1960s.

A market-leader within the leisure and business travel sectors and includes the well-established products

**Role**:
Take inbound calls in a professional manner

Handle and overcome objections in a professional and effective manner

Adhere to targets

Take inbound calls from an international customer base

Work towards resolution time periods, quality standards and targets

**Not negotiable**:
Fluent in speaking, writing and reading German and English

South African citizen or valid Work Permit

Deal with clients telephonically - above average telephonic communication skills

Ability and willingness to work weekends and shifts as and when required

Proven exposure to flexibility and easily adaptable to pressurized environments and change

Proven customer service orientation and problem-solving ability in previous roles/career

Must have applied foreign language in a corporate environment

Ability to multitask

Targets (weekly/monthly and incentive attached to this)

Reach call resolution timeously

Reach targets on a daily, weekly, and monthly basis

Adherence to schedule

Meet quality assurance selected targets

Meet all agreed KPI's

Develop excellent relationships with all stakeholders

**Days of work**:
Monday to Sunday 24/7 (rotational roster, varied shifts - see below )

09:00 - 18:00; 12:00 - 21:00; 15:00 - 00:00; 17:00 - 02:00; 18:00 - 03:00; 20:00 - 05:00; 23:59 - 09:00

(Shifts do change due to daylight saving for the UK and USA)

**Special arrangements**: Working SA Public holidays

**What is most challenging about the role**:
The agent needs to manage and prioritize high workload, call volumes and attend regular training on amendments to products, policies and procedures

High standards of work are an expectation

**Salary**: R10791.66 + R1079.17 = R11870.83

**Nice to haves**:
Experience with working to targets

Familiarity with call centre culture/environment

Exposure to travel, either work related or extensive personal travel

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