Job Description

Responsibilities:
? Respond to customer queries via email, chat and telephonically.
? Meets or exceeds quality and productivity goals assigned by management
? Demonstrates clear and polite written and oral communication
? Maintains a positive and professional demeanor and portrays the company in a positive
light
? Demonstrates appropriate sense of urgency for reviews and email response times and
service levels
? Follows company policies and processes in order to process customer requests
appropriately
? Demonstrates knowledge and use of departmental resources, policies and procedures.
? Uses customer service tools in order to provide an accurate response and an exceptional
customer experience
? Escalates customer issues appropriately and correctly. Demonstrates timely, accurate and
professional customer service
? Proactively communicates system and process issues, and customer feedback trends to
management
? Exceeds customer expectations by going above and beyond.
? Respond to international customer queries shopping on via email in English.
? All other duties as assigned.

Basic Qualifications:
? Able to read, comprehend and understand German.
? Proficient in English both written and verbal skills.
? Matric or equivalent to a NQF 4 qualification
? 1+ year of relevant customer service experience
? Internet navigation and troubleshooting Skills
? Proficiency in Microsoft Outlook and MS Office applications
? Excellent communication skills (spoken and written)
? Flexibility in work schedule -(Shifts will possibly start and end outside of normal business
hours)

Preferred Qualifications:
? College background preferred
? 1+ year of relevant phone or email customer service experience
? Ability to multi-task with phone and computer skills
? Experience working in a customer service or call center preferred
? Experience working under pressure in a fast-paced work environment while consistently
meeting standards for productivity and quality
? Demonstrated ability to work as an effective team member