About the position
We are seeking motivated and customer-focused: service, care, support and soft-sale representatives to join our customer service team. In this role, you will be the first point of contact for our customers, providing professional support and ensuring a positive customer experience. You will assist customers with enquiries, solve problems efficiently, and work closely with internal teams to provide excellent service.
Key Responsibilities:
1st Level Support
- New Order Processing: Assist customers directly with placing new orders and navigating the initial buying process.
- Order Issues: Diagnose and resolve direct questions, errors, or troubleshooting requests tied to active orders.
- Non-Order Inquiries: Respond to general questions from customers, business clients, or suppliers that are not linked to a specific transaction.
- Delivery Queries: Address fulfilment tracking, shipping status updates, and transport-related issues.
- Omnichannel Communication: Manage incoming customer phone calls and emails promptly and professionally.
- Product & Account Advisory: Explain prices, item availability, active promotions, account details, or platform services clearly.
- 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.
- Payments & Refunds: Process complex requests regarding pricing disputes, billing, payment verification, and refund requests.
- B2B Relationship Management: Actively support specialized business customers (like restaurants, hotels, and retailers) with advanced account adjustments and bulk purchases.
- Cross-Functional Collaboration: Coordinate directly with logistics, sales, finance, or warehouse teams to solve escalated customer complaints (e.g., missing items, damaged goods, or delayed deliveries).
- 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.
Minimum Requirements
- Native level fluency in the German language (C1 Level): Verbal & Written skills essential (advanced level may be considered Located in South Africa
- Permanent residence permit / South African ID holders only
- Excellent computer literacy and technical skills
- Comfortable using CRM software, ticketing systems, and MS Office products
- No criminal record
- Previous customer service experience preferred
- Strong communication skills and professional email etiquette
- Ability to stay calm under pressure and find structured solutions
- Strong analytical ability to sort inquiries into tier levels and find swift, customer-focused solutions
- A professional, helpful attitude dedicated to supporting high-volume marketplace operations
Desired Skills:
- German Language
- B2B Relationship Management
- Customer Service
