About the role
*** This is an entirely on-site position in Umhlanga ***
Job Description: German-Speaking E-Commerce Client Care Representative
- Workplace Model: On-site (Umhlanga, Durban office)
- Base Compensation: R24,000 monthly
- Shift Pattern: Rotational 24/7 calendar (5 days weekly, 8-hour shifts)
Role Overview We are seeking fluent German-speaking specialists to provide top-tier support for a global online retail brand. Based directly in our Umhlanga office, you will be the primary liaison for online shoppers—managing order tracking, delivery queries, payment issues, and product questions. This role is ideal for customer-focused individuals looking to build a career in the BPO and e-commerce sectors.
Main Responsibilities
- Multichannel Care: Engage with shoppers via phone, live chat, and email in fluent German and English.
- Order Management: Assist clients with order tracking, return logistics, and delivery updates.
- Issue Resolution: Handle customer complaints constructively through empathetic problem-solving.
- Product Knowledge: Maintain a deep understanding of the online store's catalog to offer accurate advice.
- System Entry: Log all shopper interactions completely in the internal CRM system.
- Target Achievement: Meet or exceed key operational metrics, including customer satisfaction (CSAT) and quality targets.
Candidate Qualifications
- Languages: C1/B2 level German fluency (written and spoken) alongside solid business English.
- Education: High School Diploma / Matric certificate or equivalent qualification.
- Flexibility: Full availability for 24/7 rotational rosters, including night shifts, weekends, and public holidays.
- Tech Savvy: Able to multitask across multiple desktop platforms and tools concurrently.
- Mindset: Adaptable, empathetic, and solution-focused; prior customer service or retail experience is preferred, but full paid training is provided.
Benefits & Rewards
- Insurance: Comprehensive medical aid scheme (with partner/spouse coverage options) and life insurance.
- Relocation Package: Includes a one-way domestic flight to Durban and up to 20 nights of covered accommodation for non-local hires.
- Advancement: Structured pathways toward Team Leader, QA Analyst, or Trainer positions.
- Facilities: State-of-the-art office environment with modern employee break areas and amenities.
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