About the position
Customer Service and Sales Representative
Employment type: Permanent, Full Time
Work model: Fully Remote (Work from home)
Purpose of the role:
First point of contact for our customers, providing professional support and ensuring a positive customer experience. Candidate has to be customer-focused, service orientated, with soft - sales skills to join our service team.
Key requirements:
- German language – both Verbal & Written skills
- South African Citizen or Permanent residence permit / holders with a clear criminal record
- Must have Fibre internet connection or stable fixed ADSL line
- Expertise in customer service experience
- Strong analytical ability to sort inquiries into tier levels and find swift, customer-focused solutions
- CRM software, ticketing systems, and MS Office products
- Effective communication skills and professional email etiquette
- Ability to work and stay calm under pressure and find structured solutions
- A professional, helpful attitude dedicated to supporting high-volume marketplace operations
- Excellent computer literacy and technical skills
Key responsibilities:
You will assist customers with enquiries and work closely with internal teams to provide excellent service.
1st Level Support:
- New Order Processing: Assist customers directly with placing new orders and navigating the initial buying process
- Product & Account Advisory: Explain prices, item availability, active promotions, account details, or platform services clearly
- Non-Order Inquiries: Respond to general questions from customers, business clients, or suppliers that are not linked to a specific transaction
- Order Issues: Diagnose and resolve direct questions, errors, or troubleshooting requests tied to active orders.
- Delivery Queries: Address fulfilment tracking, shipping status updates, and transport-related issues
- Omnichannel Communication: Manage incoming customer phone calls and emails promptly and professionally
- Internal System Documentation: Process requests efficiently in internal systems by recording customer interactions, updating account data, and creating support tickets
2nd Level Support & Escalation:
- Legal Claims: Handle and manage regulatory requests, contract queries, and policy-related customer questions
- B2B Relationship Management: Actively support specialized business customers (like restaurants, hotels, and retailers) with advanced account adjustments and bulk purchases
- Cross-Functional Collaboration: Coordinate with logistics, sales, finance, and warehouse teams to solve escalated customer complaints (e.g. missing items, damaged goods, or delayed deliveries).
- Payments & Refunds: Process complex requests regarding pricing disputes, billing, payment verification, and refund requests.
- Compliance & Premium Standards: Follow German customer service standards by communicating professionally in German (and sometimes English), protecting customer data, and adhering strictly to company procedures.
Desired Skills:
- Customer Service and Sales Representative
- Customer Service and Sales Representative
- Customer Service and Sales Representative
