German Customer Support Advisor

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General Details
Location:
, Northern PretoriaPretoria / Tshwane
Advertised By: Agency
Job Type: Full-Time
Description

Position Summary

A Customer Service Agent is employed to perform a defined range of skilled operations within the required language range, usually within a range of broader related activities involving known routines, methods and procedures. Some discretion and judgement is required in the selection of equipment, services or contingency measures and within known time constraints. Within this team, this role is predominantly taking inbound calls and/or inbound emails and solving simple customer queries or creating cases to be handed over to a Case Manager.


Duties and Responsibilities

  • Receive calls and answer customer email queries in fluent German
  • Use common call centre telephone and computer technology.
  • Enter and retrieve data.
  • Work and build relationship in a team consisting of local and international staff members at different locations
  • Manage their own work under guidance.
  • Use multiple technologies such as telephony and internet services.
  • Follow occupational health & safety policy and procedures.
  • Communicate in a customer contact centre.
  • Work in a customer contact centre environment.
  • Respond to inbound customer contact.
  • Conduct outbound customer contact.
  • Use basic computer technology with at least intermediate skill level.
  • Use an enterprise information system.
  • Provide excellent quality customer service.
  • Send and retrieve information over the internet using browsers and email.
  • Manage work priorities and professional development.
  • Manage workplace relationships in a contact centre.
  • Use multiple information systems.
  • Manage customer relationships.
  • Assist in providing solutions to customers and staff.
  • Open service requests that must be referred to the country Customer relations Centre (CRC) – ask all the relevant questions so that the CRC Case Manager can start working on the case without contacting the customer again.

Requirements

  • SA citizen, permanent residence or qualifying for a work permit (e.g., Spousal permit) for South Africa.
  • Fluent (speak, write, and read) in both German & English.


Education and Experience

  • Completed Matric / Grade 12 or equivalent with a minimum of one-year customer service-related experience
  • Communicates both verbally and in written correspond...
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