German (Fluent) Client Care Agent

Overview

Our Client in Umhlanga is looking for a Fluent German Speaker who will provide inbound and outbound telephonic services to internal and external clients according to project requirements.

Responsibilities

• Receipt and handling of inbound and outbound calls.
• Ensure calls are answered timeously, handled efficiently, politely and professionally.
• Ensure careful attention to information provided by the caller.
• Provide accurate information and instructions to the caller, if required.
• Ensure the call is listened to for accurate understanding.
• Accurately comprehend and record information provided.
• Ensure confidentiality of information relating to the call.
• Preparation of reports (as required) and accurate record keeping.
• Accurately capture details received from the call.
• Produce professional and detailed reports.
• Ensure accuracy and completeness of all tip-off reports.
• Evaluate urgency and sensitivity of information and demonstrate sound judgment in prioritising and escalation.
• Quality and risk management: Adherence to controls to protect confidentiality and anonymity of whistleblower.
• General administration: Follow correct procedures and provide assistance where required.

About You / Qualifications

• A minimum of a matric qualification plus 2–3 years’ experience in a customer service oriented position.
• Any formal qualification will be an advantage.
• Experience: 2–3 years in a contact centre would be advantageous.
• Excellent command of German and English; fluency in other languages is an advantage (e.g., Arabic, French, Spanish, Dutch).
• Fluency in any other SA official language would be preferred and an advantage.
• Ability to work shifts, public holidays and weekends (project and call centre dependent).

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