Job Description

About the job German Speaking Customer Service Consultant (AI)Our client is a purpose-driven organization where the team collaborates every day to innovate and make a positive impact. By providing technology solutions that enhance safety and convenience and by supporting those who need it most, their inclusive, spirited, and generous team members are dedicated to empowering customers, communities, and each other to thrive in the digital age.A company that supports employees both at home and at work: Our client offers a place where individuals truly belong, where their opinions are valued, and where they can be their best selves.A career that unlocks full potential: Employees receive the guidance and support needed to explore their interests, develop their skills, and achieve their career goals.A culture committed to strengthening communities and protecting the planet: Our client provides opportunities for employees to make meaningful contributions to their communities and to the environment as part of a purpose-driven team.An innovative team focused on solving real-world challenges: The organization fosters a digitally-enabled workforce that pushes boundaries to create sustainable change.Job Type: Full-time/PermanentLocation: Cape TownWorkplace: OnsiteWorking Hours: 08h00am - 08h00pm (you get a normal 8 hour shift within these hours, eg, 8-5 or 11-8pm)Days: Monday to Saturday (5 days with Sunday and either a Saturday or another day in the week off)Salary: R24 000 CTC per monthRequirements

• Fluency in German (both written and spoken) is mandatory.
• Previous experience in a customer service or call center role is highly desirable.
• Experience in e-commerce, technology, or a similar industry is a plus.
• Proficient in using customer service software, CRM systems, and Microsoft Office Suite.
• Basic technical knowledge of the company's products and services.
• Excellent verbal and written communication skills with a strong customer focus.
• Ability to handle difficult situations with empathy, patience, and professionalism.
• Strong problem-solving abilities with attention to detail and accuracy.
• Ability to think on your feet and provide quick, effective solutions to customer issues.
• Strong time management and organizational skills with the ability to multitask in a fast-paced environment.
• Ability to work independently as well as part of a team.
• Flexibility to work in shifts, including evenings, weekends, and holidays if required.
• Willingness to undergo training and development to enhance skills and product knowledge.

• Handle inbound and outbound customer inquiries via phone, email, and chat in a professional and courteous manner.
• Assist customers with product and service-related questions, orders, returns, and technical issues.
• Provide accurate and detailed information to customers to ensure their satisfaction and resolve any issues efficiently.
• Identify customer needs and offer appropriate solutions or alternatives.
• Escalate complex or unresolved issues to the appropriate department or supervisor, ensuring follow-up and resolution.
• Document customer interactions, issues, and resolutions in the company's CRM system.
• Stay up-to-date with product offerings, services, promotions, and company policies to provide accurate information to customers.
• Educate customers on product features, benefits, and usage.
• Work closely with other customer service team members and departments such as Sales, Logistics, and IT to ensure a seamless customer experience.
• Participate in team meetings, training sessions, and continuous improvement initiatives.
• Strive to achieve and exceed customer satisfaction targets and service level agreements (SLAs).
• Collect and analyze customer feedback to identify areas for improvement.

Black Pen Recruitment