Our client designs, builds and delivers innovative solutions to enhance the customer experience (CX) for global and disruptive brands. The companys services support the full lifecycle of its clients digital transformation journeys and enable them to more quickly embrace next-generation digital technologies to deliver better business outcomes. Our clients' integrated solutions and capabilities span digital strategy, innovation, consulting and design, digital transformation and IT lifecycle solutions, data annotation and intelligent automation, and omnichannel CX solutions that include content moderation, trust and safety solutions, and other managed solutions. Fueling all stages of company growth, they partner with brands across high growth industry verticals, including tech and games, communications and media, ecommerce and fintech, healthcare, and travel and hospitality.
Job Type: Full-time/Permanent
Location: Cape Town
Workplace: Onsite
Working 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 month
Requirements
- 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.
Responsibilities
- 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.