Customer Service Agent

SUMMARY:
Customer Service Agent

POSITION INFO:

Our client, an established Online Support Company located in Cape Town, is looking for professional German-Speaking) Sales and Customer Service Representatives to join their dynamic team on a 3-Month fixed contract.

Your duties will include but not limited to:<br>
<br>
*  Promotion driven interventions, inbound (and/or outbound when required).<br>
*  Financial information, Profile specific advice, and review for additional offers, pro-active value adds.<br>
*  Customer relationship building and management by maintaining customer notes and paying attention to customer cues.<br>
*  Responding promptly and interact effectively with Airline customers via a different number of channels, namely calls, emails, webchats, social media.<br>
*  You will be required to stay abreast of customer center SLA''s as teamwork will be required to maintain and exceed the expectations set.<br>
*  Ensure that more complex customer issues are followed up and resolved in a timely manner (by following a defined escalation path when required).<br>


*  Key Performance Areas:<br>
<br>
*  Identify the needs of the end-user.<br>
*  Answer chat, calls, and respond to emails.<br>
*  Research required information using available resources.<br>
*  Manage and resolve customer complaints.<br>
*  Provide customers with product and service information.<br>
*  Enter and update customer information into the system.<br>
*  Identify and escalate priority issues.<br>
*  Follow up customer calls where necessary.<br>Your duties will include but not limited to:<br>
<br>
*  Promotion driven interventions, inbound (and/or outbound when required).<br>
*  Financial information, Profile specific advice, and review for additional offers, pro-active value adds.<br>
*  Customer relationship building and management by maintaining customer notes and paying attention to customer cues.<br>
*  Responding promptly and interact effectively with Airline customers via a different number of channels, namely calls, emails, webchats, social media.<br>
*  You will be required to stay abreast of customer center SLA''s as teamwork will be required to maintain and exceed the expectations set.<br>
*  Ensure that more complex customer issues are followed up and resolved in a timely manner (by following a defined escalation path when required).<br>


*  Key Performance Areas:

*  Identify the needs of the end-user.
*  Answer chat, calls, and respond to emails.
*  Research required information using available resources.
*  Manage and resolve customer complaints.
*  Provide customers with product and service information.
*  Enter and update customer information into the system.
*  Identify and escalate priority issues.
*  Follow up customer calls where necessary.

KEY SKILLS

*  Strong customer service skills; ability to create rapport with customers, via telephone, chat, and email.
*  Fluent in spoken & written German (mother tongue level).
*  Strong communication skills (verbal and written) - especially: empathy, active listening skills, with the ability to "read between the lines".
*  Excellent organization, multi-tasking, and time management skills.
*  A proven ability to see problems through to their resolution.
*  An excellent history of attendance and adherence to work schedules.
*  Demonstrated literacy in MS Office (Outlook, Word, and Excel).
*  Prioritize tasks in a busy environment.
*  Proven passion for customer service and excellent CRM skills.
*  Pro-active, organized, and strong personal drive.
*  Ability to work shifts.

QUALIFICATION

*  Completed Matric (High School).
*  At least 2 years of Customer Service or Sales Experience.
*  Previous Call Centre work an advantage.
*  Previous working experience in the Airline industry a definite advantage.
*  Valid driver’s license and own transport is advantageous.
*  RSA Citizenship / Permanent Residence.

NB! This job is now closed. You can apply for other jobs by uploading your CV.