Location: Umhlanga, Durban (Fully On-site)
Salary: R24,000 Basic per Month
Shifts: 24/7 Rotational Shifts (5 days a week, 8 hours per day)

About the Role
Are you fluent in German and passionate about delivering outstanding customer experiences? Join our vibrant team in Umhlanga as a Customer Advisor! In this role, you will serve as the main point of contact for customers of a leading global online retailer, assisting with inquiries about orders, deliveries, payments, and product information. This fast-paced, energetic position is ideal for individuals who enjoy multicultural environments and want to grow a long-term career in BPO and retail.

Key Responsibilities

• Multichannel Support: Provide top-notch customer service in German and English across phone, email, and live chat.
• Order Assistance: Help customers track orders, manage returns, and resolve delivery issues efficiently.
• Problem Resolution: Handle complaints with professionalism, empathy, and quick thinking.
• Product Knowledge: Keep up to date with the latest products and retail trends to give accurate guidance.
• Record Keeping: Maintain precise documentation of all customer interactions in the CRM system.
• Quality Assurance: Consistently achieve KPIs for customer satisfaction (CSAT) and service quality.

Requirements

• Language Skills: Minimum B2 level German (written and spoken) and strong English for internal communication.
• Education: Grade 12 (Matric) or equivalent.
• Shift Flexibility: Willingness to work 24/7 rotational shifts, including nights, weekends, and public holidays.
• Tech Savvy: Comfortable navigating multiple systems and platforms simultaneously.
• Experience: Previous experience in customer service or retail is advantageous but not required; full training will be provided.
• Personal Traits: Positive mindset, resilience, and a genuine desire to assist customers.
• Important: For non-native German speakers, German proficiency must be validated by a native speaker. Candidates must record a voice note reading a random paragraph, which will be assessed and confirmed by a native speaker. 
• Native German speakers must provide proof of education in German (documentation from a German school) and all relevant certificates (Matric/Grade 12).

What We Offer

We support both your professional growth and personal well-being:

• Health & Security: Comprehensive medical aid for you and your partner, plus life insurance coverage.
• Relocation Support: For candidates outside the Umhlanga/Durban area:
  • Local flight to Durban.
  • 20 nights accommodation to help you settle in.
• Career Progression: Clear internal growth paths into Team Lead, Quality Assurance, or Trainer roles.
• Modern Workspace: State-of-the-art office facilities in Umhlanga with comfortable break areas.
• Rewards & Engagement: Performance-based incentives and regular team engagement activities.