Location: On-site (Umhlanga, Durban)

Contract & Schedule: 40 hours per week across a 24/7 rotational shift pattern (5 days a week, 8 hours daily)

Overview

We are recruiting dedicated, customer-first German speakers to assist in driving the global operations of a market-leading e-commerce brand. Stationed full-time at our corporate facility in Umhlanga, you will serve as the principal liaison for online buyers, assisting them through order tracking, payment verification, product returns processing, and general merchandise inquiries. This permanent position offers an ideal launching pad for candidates looking to forge a successful, long-lasting career in customer experience management and international BPO services.

Key Accountabilities

Multichannel Assistance: Deliver rapid, polite assistance across email channels, real-time web chat, and telephone calls while utilizing fluent German and articulate business English.
Order Troubleshooting: Resolve supply chain and fulfillment problems, locate delayed packages, and manage customer product return procedures.
Issue Resolution: De-escalate customer concerns and disputes using calm communication, empathy, and effective conflict resolution techniques.
Policy Knowledge: Stay fully informed on online product offerings, corporate terms of service, and retail policies.
Database Management: Methodically record every customer interaction, account modification, and case status inside internal CRM platforms.
Performance Standards: Maintain consistent alignment with team productivity goals, placing specific emphasis on CSAT scores and service delivery metrics.

Qualifications & Competencies

Language Capabilities: Confirmed B2-level proficiency or higher in written and spoken German, paired with strong business English skills.
Education: A minimum of a Grade 12 / Matric completion certificate or an equivalent qualification.
Shift Adaptability: Total flexibility to operate within a full 24/7 shift framework that covers alternating daytime, night-time, weekend, and holiday schedules.
Technical Aptitude: Strong digital capabilities with a demonstrated capacity to multi-task across diverse enterprise software applications and computer programs.
Experience & Mindset: Experience in call centers, retail environments, or hospitality is preferred (comprehensive paid onboarding provided upon hire); must demonstrate deep empathy, strong adaptability, and solid problem-solving reasoning.

Compensation & Perks

Base Salary: R24,000 gross monthly pay
Insurance Benefits: Comprehensive private medical scheme (covering spouses) along with life insurance provisions effective from day one.
Relocation Package: Complete domestic relocation assistance consisting of a one-way flight to Durban and up to 20 nights of lodge accommodation for applicants moving from other provinces.
Career Development: Direct, structured internal career paths offering advancement into Team Manager, QA Specialist, or Training positions.
Facility Amenities: Modern and inviting work facilities equipped with dedicated rest zones and employee lounge spaces.

Application Process

Interested applicants are invited to send in an updated CV. Our talent acquisition department will review submissions and contact shortlisted candidates for a preliminary phone interview.