German Speaking Customer Advisor in Umhlanga!

Location: On-site (Umhlanga, Durban)

Contract & Schedule: 40 hours per week across a 24/7 rotational shift pattern (5 days a week, 8 hours daily)

Overview

We are searching for client-focused German speakers to deliver world-class service for a leading international e-commerce enterprise. Based on-site in Umhlanga, Durban, you will act as the primary brand ambassador for German-speaking shoppers, resolving questions surrounding shipment tracking, account payments, product availability, and order processing. This full-time post is tailored for driven candidates looking to establish a sustainable career path within the global customer management and BPO domain.

Key Accountabilities

• Multichannel Assistance: Answer incoming client interactions via voice calls, web chat, and email in fluent German and business-level English.
• Order Troubleshooting: Investigate shipping discrepancies, process online refund requests, and locate missing packages.
• Issue Resolution: Handle complex customer complaints with tact, patience, and professionalism to ensure total client satisfaction.
• Policy Knowledge: Continually review retail inventory catalogues, store policies, and client protocols to ensure high advice precision.
• Database Management: Maintain thorough, structured entries of all shopper touchpoints and account modifications within corporate software applications.
• Performance Standards: Consistently achieve individual performance targets related to CSAT benchmark goals and first-contact resolution metrics.

Qualifications & Competencies

• Language Capabilities: Minimum B2 proficiency up to native-level fluency in German (oral and written), complemented by strong English skills.
• Education: Completed Grade 12 / Matric qualification or an equivalent educational certificate.
• Shift Adaptability: Willingness and capability to work flexible 8-hour rotational shifts operating across a 24/7 operational cycle (including weekends and holidays).
• Technical Aptitude: Strong digital competence, capable of working seamlessly across multiple software programs and communication platforms.
• Experience & Mindset: Previous background in retail customer support or BPO environments preferred (fully paid onboarding provided); high level of patience, problem-solving ability, and personal resilience.

Compensation & Perks

• Base Salary: R24,000 monthly gross base salary
• Insurance Benefits: Comprehensive health insurance plan (extending benefits to your spouse) plus complete life coverage.
• Relocation Package: Relocation support for candidates moving to Durban, featuring a paid one-way domestic flight and up to 20 nights of temporary lodge accommodation.
• Career Development: Structured internal mobility options into Team Leadership, Quality Assurance, or Operational Training roles.
• Facility Amenities: Contemporary, high-tech office spaces equipped with comfortable employee break lounges.

Application Process

Submit your updated CV for consideration. Candidates meeting the baseline criteria will be contacted by our talent acquisition team for an initial phone screening.