German Speaking Contact Centre Agent

Location: Melrose Arch, JHB
Salary: Negotiable (Basic Salary + Medical Aid + Pension)

Requirements:
Fluent in German and English
Must be either SA Citizen, Permanent Resident or married to SA spouse and on a spousal visa
Matric/grade 12 (or equivalent) qualification.
Must be willing to work shifts: 4 days on, 4 days off.
Work Cycle is 4 days of each shift: 7am – 7pm, 9am – 7pm and 4pm – 3am
Own transport essential
Must be able to communicate clearly and must have excellent telephonic and written communication ability.
Computer literate with good typing skills - average 30 WPM with 90% accuracy
Strong attention to detail and distinct ability to identify and solve problems.
The ability to swiftly adapt to changes in workplace and industry.
A strong work ethic and sense of responsibility.
The ability to multitask.
Must be able to perform under pressure.

Duties:
Assist all German users/clients (primary language).
Assists with overflow for English speaking customers (secondary language).
Responds to incoming customer queries via all contact mediums (call, live chat, and email).
Ensures that all communication (in German and English) with our users/clients is of the required/expected quality.
Ensures that all communication and volume received is dealt with and responded to in the required timeframe and manner.
Ensures that all customers are correctly assisted and retained.
Provides floor managers with information related to customer issues.
Monitors internal systems and informs the floor manager if these systems are not operating correctly.
Enhances and improves customer experience and relationships.
Operates as part of a team.
Correctly records all communication with our users/clients.
Correctly escalates queries to other departments (should the need arise).