South Africa Job Openings

Teleperformance South Africa

German Customer Service Specialist - GCS01

Cape Town

FULL TIME

October 14, 2024

Job Description
German speakers required to provide an industry leading, simply brilliant customer experience by professionally and courteously handling all customer contact in compliance with company and client directive. To actively promote the brand by providing quality Customer Care at every instance, resolving customer queries whilst also promoting services in turn stimulating revenue for the business and driving brand NPS. To handle and resolve day to day customer requests received via different channels of communication and as per client guidelines.
Day to day Duties but not limited to:

Providing exceptional Customer Care to the existing customer base.
The purpose of this role is to safeguard, develop and enhance customer loyalty and value by providing excellent Customer Care. Additionally, the role involves providing the customer with knowledgeable information by identifying and promoting significant products and services.
Responding to and resolving inbound customers and colleagues’ queries related to consumer electronics/appliances.
Also supporting queries to identify, qualify and close new sales opportunities.
Understanding customer’s reasons for requiring product support, resolving their query effectively and efficiently through remote resolution or if not through further support options per process.
Striving for First Call Resolution, on every contact.
Diagnosing and resolving first line issues.
Working closely with Customer Care colleagues to raise service standards through escalating issues and opportunities when necessary to the most appropriate person, developing joint solutions and sharing best practice.
Undertaking other customer administration and product processing activities as necessary to maximize operational effectiveness and deal with peaks in demand
Proactively developing your Customer Care skill and knowledge, applying best practice techniques and tools and demonstrating our clients people expectations to maximize your performance complying with all our clients required standard of sales/service excellence and best practice, operating effectiveness and legal and regulatory requirements
Taking correct information, asking the right questions, and offer the solutions that leave customers’ smiling. That’s why we’ll encourage you to be yourself in our fast-moving, fast-growing Consumer electronics business.
Addressing complaints and objection handling
Assess, analyze and troubleshoot customer issues providing resolution to problems.
Provide technical and troubleshooting support for consumers with electronics/appliances issues.

Main Job Requirements Required Skills

An excellent communicator (written and oral)  Have an excellent command on the German & English language. (Mandatory)
Ambitious.
Self-Motivated
Passionate about learning
Target Driven
Polite, co-operative and a friendly manner essential
Professional and welcoming
Strong customer focus
Excellent verbal communication skills
Ability to deliver excellent customer service experience
Ability to prioritize tasks
Proven ability to take note of important information
Computer literacy
Curious, Team Spirited and Big Hearted
A positive mind set with a passion for continuous improvement
An exceptional driven and motivated individual with the passion to succeed in a fast paced environment

Education and Specific Training Work

Minimum of 6 months - 1 years’ experience working within a similar customer care/service/sale environment.
Matric or Equivalent
Email Handling/ Web chat experience (highly advantageous)
Experience working within retail, consumer electronics, appliances, or similar Industry (highly advantageous)
Proven Experience in delivering excellent customer services to internal and external customers
Maintain operational performance, quality, regulatory and compliance standards

Please respond with an updated copy of your CV
Job Type: Permanent
Pay: R25 000,00 - R28 000,00 per month
Education:

High School (matric) (Required)

Experience:

Contact Centre: 1 year (Required)

Language:

German (Required)

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