German Clothing Brand Costumer Support Role

2 months ago

Cape Town, South Africa Fempower Personnel Full time

Are you passionate about customer service and fashion? Our client is hiring Customer Service Representatives to be part of the Care Team, providing top-tier service for a Fashion Brand from Germany. We’re looking for individuals who can turn customer interactions into seamless and satisfying experiences through their professionalism, empathy, and efficiency.

  • Customer Support: Deliver exceptional service by managing a wide range of customer interactions, including orders, emails, calls, complaints, and return-to-sender (RTS) issues. You’ll ensure prompt and effective resolution of customer inquiries.
  • Proactive Outreach: Engage with customers proactively to enhance their experience and provide timely support for any issues. Your goal is to ensure a seamless and satisfying customer journey.
  • Issue Prevention: Review new customer orders and assist with design and order support to prevent potential issues. You'll help streamline processes and ensure policies remain customer friendly.
  • Issue Resolution: Turn dissatisfied customers into satisfied ones by providing generous solutions. Maintain a positive, solution-oriented approach to complaints and issues.
  • Feedback Loop: Collect and forward customer feedback to help the team improve products and services. Your insights will play a vital role in enhancing customer experience and developing sustainable solutions.

 

PERFORMANCE METRICS:

  • Achieve weekly call and task targets.
  • Adhere to standard operating procedures (SOPs) and maintain service quality.
  • Delivery exceptional customer satisfaction, contributing to positive feedback.
  • Meet punctuality and attendance requirements.

 

QUALIFICATIONS AND REQUIREMENTS:

HARD SKILLS:

  • Fluency in the required customer language Read, Write, and speak (German and English).
  • Basic proficiency in English for internal communication.
  • Previous experience in customer support or a related field is desirable.

 

SOFT SKILLS:

  • Strong customer focus and a genuine desire to help others.
  • Friendly, patient, and supportive demeanor, able to handle challenging situations with grace.
  • Excellent problem-solving skills, with a focus on achieving customer satisfaction.
  • Ability to work collaboratively in a team environment and contribute positively to the company culture.
  • Strong organizational skills and attention to detail.

WORKING HOURS: ROTATIONAL SHIFTS:

  • Monday to Friday: 08:00 – 19:00
  • Saturday: 10:00 – 14:00

 

REMUNERATION PACKAGE:

  • On Target Earnings: 28,000
    • Basic Salary: 24,500.00
    • Shist Allowance: 500.00
    • Commission & Incentives: 3,000.00

 

EMPLOYEE BENEFITS: AFTER 3 MONTHS OF EMPLOYMENT

  • Medical Insurance
  • Home and Trauma Assist: Emergency and trauma support services.
  • LMS: Access to our learning platform for personal and professional growth.

 

 

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