German Speaking Customer Advisor (on-site)

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 hiring dedicated, customer-focused German speakers to support the global operations of an industry-leading e-commerce brand. Operating directly from our corporate office in Umhlanga, you will be the primary liaison for online consumers, guiding them through order tracking, payment processing, returns management, and product inquiries. This full-time role offers an exceptional entry point for individuals seeking to build a rewarding, long-term career in client management and international BPO services.

Key Accountabilities

• Multichannel Assistance: Provide swift, courteous support across email, live digital chat, and phone calls using fluent German and professional English.
• Order Troubleshooting: Address order fulfillment challenges, trace undelivered parcels, and handle product return workflows.
• Issue Resolution: Resolve customer issues and complaints using calm negotiation, empathy, and effective problem-solving strategies.
• Policy Knowledge: Maintain up-to-date knowledge regarding online catalog offerings, corporate terms, and retail guidelines.
• Database Management: Systematically log all client interactions, updates, and case outcomes within internal CRM systems.
• Performance Standards: Maintain consistent operational alignment with group targets, specifically regarding CSAT scores and service quality measures.

Qualifications & Competencies

• Language Capabilities: Solid B2-level proficiency or higher in spoken and written German, paired with fluent business English capabilities.
• Education: Minimum Grade 12 / Matric pass certificate or equivalent credential.
• Shift Adaptability: Complete availability to work within a 24/7 shift framework covering alternating day, night, weekend, and holiday schedules.
• Technical Aptitude: High digital literacy with an ability to multi-task efficiently across enterprise platforms and computer systems.
• Experience & Mindset: Call center, retail, or hospitality background preferred (paid training provided on hire); required to possess deep empathy, adaptability, and analytical reasoning skills.

Compensation & Perks

• Base Salary: R24,000 gross per month
• Insurance Benefits: Full private medical health coverage (inclusive of spousal coverage) plus life insurance benefits starting day one.
• Relocation Package: Full domestic relocation assistance including a one-way flight to Durban and up to 20 nights in temporary lodge housing for candidates relocating from other provinces.
• Career Development: Clear, defined internal career progression routes leading toward Team Manager, QA Specialist, or Trainer positions.
• Facility Amenities: Modern, comfortable working environment equipped with dedicated break spaces and staff lounges.

Application Process

Interested candidates should submit an updated CV. Our talent acquisition department will reach out to shortlisted applicants to conduct a preliminary phone screening.