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

Join our growing operations team in Umhlanga as a German-speaking Customer Support Representative supporting a world-renowned e-commerce platform. In this office-based role, you will be the main point of contact for online consumers, addressing inquiries related to parcel tracking, transaction management, returns, and item specifications. If you are an ambitious professional looking to grow your career within client services and the international contact center sector, this position offers an ideal environment for long-term development.

Key Accountabilities

• Multichannel Assistance: Deliver professional customer assistance across multiple channels, including inbound phone calls, chat support, and email tickets in both German and English.
• Order Troubleshooting: Resolve logistics issues, track delayed packages, and assist customers with item exchanges and return procedures.
• Issue Resolution: Navigate customer complaints efficiently, maintaining a calm and helpful demeanor to turn challenging interactions into positive experiences.
• Policy Knowledge: Maintain an in-depth understanding of enterprise return guidelines, delivery frameworks, and current product lines.
• Database Management: Log accurate records of all customer communications, interaction notes, and resolution steps in the company CRM.
• Performance Standards: Meet and exceed personal and team key performance indicators (KPIs), focusing heavily on CSAT feedback and resolution quality.

Qualifications & Competencies

• Language Capabilities: High fluency or at least B2-level proficiency in written and spoken German, alongside clear business English skills.
• Education: Possession of a Matric / Grade 12 completion certificate or equivalent qualification.
• Shift Adaptability: Availability to work within a 24-hour rotating shift roster, covering day, evening, overnight, and weekend schedules.
• Technical Aptitude: Comfort operating digital tools, managing desktop interfaces, and switching between support software platforms efficiently.
• Experience & Mindset: Customer service or call center experience is preferred but not mandatory (comprehensive paid training is provided); must possess strong emotional intelligence, resilience, and trouble-shooting capabilities.

Compensation & Perks

• Base Salary: R24,000 gross monthly pay
• Insurance Benefits: Extensive medical aid scheme (inclusive of spouse coverage) and full life insurance protection from employment start.
• Relocation Package: Assistance package for out-of-town hires, including a one-way domestic flight ticket and up to 20 nights of complimentary lodge housing in Durban.
• Career Development: Accessible internal advancement pathways leading into QA Analyst, Team Manager, or Corporate Trainer positions.
• Facility Amenities: Modern workspace located in Umhlanga featuring dedicated rest zones and fully equipped staff lounges.

Application Process

To apply, please submit an up-to-date resume. Shortlisted applicants will receive a call from our recruitment team to complete an initial telephone interview.