• Location: On-site (Umhlanga, Durban)
• Contract & Schedule: 40 hours per week across a 24/7 rotational shift pattern (5 days a week, 8 hours daily)

Overview We are seeking customer-oriented German speakers to provide top-tier support for a leading global e-commerce brand. Operating directly from our Umhlanga office, you will serve as the primary contact for online shoppers, addressing inquiries regarding order tracking, deliveries, payments, and product information. This position is a great fit for driven individuals looking to establish a long-term career in client services and BPO operations.

Key Accountabilities

• Multichannel Assistance: Address inbound customer inquiries via telephone, live chat, and email in both German and English.
• Order Troubleshooting: Investigate shipment delays, process product returns, and trace missing orders.
• Issue Resolution: Handle customer complaints calmly and tactfully to ensure a positive resolution.
• Policy Knowledge: Maintain up-to-date familiarity with catalog items and retail policies to provide accurate advice.
• Database Management: Record detailed logs of all client interactions within internal CRM software.
• Performance Standards: Maintain team benchmarks, particularly regarding Customer Satisfaction (CSAT) scores and resolution quality.

Qualifications & Competencies

• Language Capabilities: Fluent or minimum B2-level proficiency in German (spoken and written), along with strong business English skills.
• Education: Minimum Grade 12 / Matric diploma or equivalent credential.
• Shift Adaptability: Readiness to work flexible rotational shifts, including evenings, overnight hours, weekends, and holidays.
• Technical Aptitude: Multi-tasking ability across various digital applications and operational software.
• Experience & Mindset: Previous call center or retail care background preferred (paid training provided); strong empathy, resilience, and problem-solving skills required.

Compensation & Perks

• Base Salary: R24,000 gross monthly
• Insurance Benefits: Comprehensive health coverage (extending to spouses) plus life insurance
• Relocation Package: One-way domestic flight and up to 20 nights of temporary lodge lodging for candidates moving from other regions to Durban
• Career Development: Clear internal advancement paths into Team Lead, Quality Assurance, or Trainer roles
• Facility Amenities: Modern, well-equipped office environment with dedicated employee lounges

Application Process Submit an updated CV to apply. Suitable candidates will be contacted by our talent acquisition team for an initial telephone screening.