Job Description

German-Speaking Level C1/C2 Agent

Job Title:

German-Speaking Customer Support Agent (Level C1/C2)

Reports To:

Customer Support Manager / Team Leader

Location:

Somerset West , Western Cape 7130

Employment Type:

Full-time / Part-time / Contract

Job Overview:

We are seeking a

German-Speaking Customer Support Agent

with advanced proficiency in the German language (C1/C2 level) to provide outstanding customer service to our German-speaking clients. The ideal candidate will have exceptional communication skills, the ability to resolve customer inquiries effectively, and a positive, customer-centric attitude. As part of our customer support team, you will assist German-speaking customers with a variety of requests, ensuring a seamless and high-quality service experience.

Key Responsibilities:

Customer Support & Inquiries:

Respond to customer inquiries, concerns, and issues via phone, email, live chat, or social media, primarily in German. Provide clear, accurate, and timely information on product features, services, order status, billing issues, or technical problems. Handle both simple and complex customer queries with professionalism and efficiency.

Problem Resolution:

Investigate and resolve customer issues by collaborating with internal teams, ensuring the best possible resolution. Identify and troubleshoot technical problems, providing solutions or escalating to appropriate departments as needed. Follow up with customers to ensure satisfaction and that issues have been successfully resolved.

Documentation & Reporting:

Maintain accurate records of customer interactions, issues, and resolutions using the company's CRM system or ticketing software. Report customer feedback, common issues, and insights to help improve customer experience and service delivery. Ensure all customer communications comply with company policies and quality standards.

Product and Service Knowledge:

Stay updated on company products, services, and processes to effectively address customer needs. Provide detailed explanations of features, policies, and troubleshooting steps to customers in German. Continuously improve knowledge base by attending training sessions and reviewing internal resources.

Customer Satisfaction & Experience:

Ensure a high level of customer satisfaction by providing professional, empathetic, and efficient service at all times. Assist with onboarding or guiding new customers through the setup or use of products/services. Contribute to positive customer experiences and foster long-term relationships.

Collaboration & Teamwork:

Work closely with other customer support team members, managers, and departments to ensure smooth workflow and information sharing. Share best practices with colleagues to help improve team performance and service quality. Participate in team meetings, training sessions, and ongoing professional development opportunities.

Required Skills & Qualifications:

Fluency in German:

Native-level proficiency or equivalent C1/C2 German language skills, both written and spoken.

English Proficiency:

Strong communication skills in English for collaboration with international teams.

Customer Service Experience:

Prior experience in customer support, preferably in a call center, helpdesk, or client-facing environment.

Problem-Solving Skills:

Ability to think critically, resolve complex issues, and make sound decisions in a fast-paced environment.

Strong Communication Skills:

Excellent verbal and written communication skills in German, with the ability to explain concepts clearly and professionally.

Technical Proficiency:

Familiarity with CRM systems, ticketing software, or helpdesk platforms (e.g., Zendesk, Salesforce) is an advantage.

Organizational Skills:

Ability to multitask, prioritize, and manage time effectively in a busy environment.

Attention to Detail:

High attention to detail when documenting customer interactions and following procedures.

Team-Oriented:

Ability to collaborate with colleagues to meet goals and improve customer experience.

Preferred Qualifications:

Previous experience providing customer support in a German-speaking role or market. Knowledge of the industry or product line relevant to your company (e.g., tech, e-commerce, finance, etc.). Experience with online chat support or social media-based customer service.
Job Type: Full-time

Pay: R15000,00 - R20000,00 per month

Work Location: In person

Application Deadline: 2025/04/10