As a German Customer Service Representative, you will be responsible to ensure that every customer interaction is met with exceptional service and support. Your main goal is to provide a seamless and satisfying experience to customers, addressing their needs with professionalism, empathy, and efficiency.
Key Responsibilities
- Customer Support: Deliver outstanding service by handling a variety of customer interactions, including orders, emails, calls, complaints, and return-to-sender issues. Ensure all customer inquiries are addressed promptly and effectively.
- Proactive Outreach: Engage with existing customers proactively to enhance their experience, identify opportunities for support, and provide assistance with any issues they may encounter.
- Issue Prevention: Review new customer orders and provide design and order support to prevent potential issues. Work closely with the team to ensure that all processes and policies are up-to-date and customer-friendly.
- Issue Resolution: Turn dissatisfied customers into satisfied ones by offering generous solutions and maintaining exceptionally obliging communication. Address complaints and issues with a positive, solution-oriented approach.
- Feedback Loop: Track and forward customer feedback through available channels, contributing to continuous improvement in our products and services. Use feedback to support the development of sustainable solutions and enhance the customer experience.
Hard Skills (Qualification, Know-How, Experience):
- Fluent in German and English (read, write, speak)
- Basic proficiency in English for internal communication.
- Previous experience in customer support or a related field is desirable.
- Strong customer orientation with a genuine desire to help and support customers.
- Friendly, supportive, and patient demeanor, able to handle challenging situations with grace.
- Excellent result orientation, with a focus on achieving customer satisfaction and resolving issues effectively.
- Ability to work collaboratively in a team environment, contributing to a positive and productive work culture.
- Efficient and diligent working style, with strong organizational skills and attention to detail.
- Basic + Commission based on CX KPIs achieved
- Including: Medical Insurance + Home and Trauma Assist
- This is not a medical aid
(Same as South African time zone currently)
Monday to Friday: 08h00 19h00
Saturday: 10h00 14h00
Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed in maintaining diversity in its appointments. Surgo (Pty) Ltd, therefore also encourages people with disabilities and from other diverse backgrounds to apply. Due to the high volume of applications, should you not receive feedback within three months upon submission, you can assume your application was unsuccessful and we encourage you to reapply. Please note that as a registered member of APSO, Surgo (PTY) Ltd. does not hold applicants accountable for any application fee.
Your CV will be kept on our database for us to contact you should any future vacancies become available. If you do not wish for us to keep your CV for any other positions, please email recruitment@surgo.co.za
