33 x German Customer Service & Sales Representative

This is a remote position.

About My Client

My client is an established Business Process Outsourcing organisation providing professional customer service, customer care, technical support and soft-sales solutions.

Due to continued growth, they are recruiting 33 fluent German-speaking Customer Service & Sales Representatives to join their fully remote South African operation. Successful candidates will work from home and provide professional first- and second-level support to German-speaking customers.

This opportunity is ideal for customer-focused individuals who communicate confidently in German, are highly computer literate and can provide structured, efficient support in a fast-paced contact centre environment.

Position Overview

As a German Customer Service & Sales Representative, you will be the first point of contact for customers requiring assistance with orders, deliveries, payments, refunds, product information, account queries and general customer service matters.

You will communicate with customers telephonically and via email, resolve enquiries efficiently and accurately, document all interactions on internal systems and collaborate with relevant departments to resolve more complex matters.

The role combines customer service, customer care, problem-solving, administrative support and soft-sales responsibilities.

Key Responsibilities

First-Level Customer Support

• Assist customers with placing new orders and navigating the purchasing process.
  
• Respond to general customer, business client and supplier enquiries.
  
• Investigate and resolve errors, questions or problems relating to active orders.
  
• Provide customers with delivery tracking, shipping updates and transport-related information.
  
• Manage incoming telephone calls and emails professionally and within required service levels.
  
• Provide accurate information regarding products, pricing, availability, promotions, customer accounts and platform services.
  
• Identify customer needs and provide appropriate product or service recommendations.
  
• Record all customer interactions accurately on internal systems.
  
• Update customer and account information.
  
• Create, update and manage customer support tickets.
  

Second-Level Support and Escalations

• Assist with complex billing, payment verification, pricing dispute and refund enquiries.
  
• Manage contract, policy, compliance and regulatory-related customer queries.
  
• Support business-to-business customers, including restaurants, hotels and retailers.
  
• Assist with advanced account amendments and bulk-purchase enquiries.
  
• Escalate unresolved or complex matters to the appropriate internal department.
  
• Collaborate with logistics, sales, finance and warehouse teams to resolve complaints.
  
• Assist customers with missing items, damaged products, delayed deliveries and other fulfilment-related matters.
  
• Follow all customer service, data protection and internal compliance procedures.
  
• Maintain professional German-language customer service standards.
  

Requirements

Minimum Requirements

Applicants must meet all the following requirements:

• German language proficiency at a C1 or C2 level, both verbally and in writing.
  
• Advanced English communication skills.
  
• South African ID or valid South African permanent residence permit.
  
• No criminal record.
  
• Excellent computer literacy and technical aptitude.
  
• Confidence working across multiple computer systems and applications.
  
• Experience using CRM systems, ticketing platforms and Microsoft Office applications.
  
• Strong professional telephone manner and email etiquette.
  
• Ability to type, navigate systems and capture information accurately while assisting customers.
  
• Strong analytical and problem-solving skills.
  
• Ability to categorise customer enquiries and determine the appropriate support or escalation level.
  
• Ability to remain calm and professional under pressure.
  
• A structured and customer-focused approach to resolving enquiries.
  
• Ability to work independently in a fully remote environment.
  
• Previous customer service, contact centre, sales or technical support experience is preferred.
  

Computer Literacy Requirements

Candidates must be fully computer literate and able to:

• Navigate between multiple computer systems and browser tabs.
  
• Use Microsoft Outlook, Word and other Microsoft Office applications.
  
• Work confidently with CRM and customer support ticketing systems.
  
• Capture customer information quickly and accurately.
  
• Conduct basic technical troubleshooting.
  
• Communicate professionally through telephone, email and digital support channels.
  
• Learn new systems and processes during training.
  
• Work independently without continuous onsite technical assistance.
  

Work-From-Home Requirements

Candidates must have a suitable and professional home-working environment.

The following are mandatory:

• A fixed fibre internet connection or stable fixed ADSL connection.
  
• Minimum internet speed of 25 Mbps upload and 25 Mbps download.
  
• Internet connectivity must be provided at the candidate’s own cost.
  
• Wireless-only, mobile data, LTE or similar connections will not be accepted.
  
• A dedicated, quiet and professional workspace.
  
• A reliable UPS or backup power solution capable of keeping the internet connection operational during load shedding or power interruptions.
  
• Proof of fibre availability and internet speed must be provided during the recruitment process.
  

Employment Conditions

• Permanent, full-time employment.
  
• 40-hour working week.
  
• Approximately 8.5 hours per shift, inclusive of lunch and scheduled breaks.
  
• Monday to Friday, during European operational hours.
  
• Candidates must be available to work on public holidays when operationally required.
  
• Working hours may change depending on operational or client requirements.
  
• Approximately four to six weeks of fully paid training.
  
• Four-month probationary period.
  
• Company-paid medical insurance following successful completion of training.
  
• Monthly incentive of R2,000 following successful completion of training, subject to applicable performance and operational requirements.
  

Language Assessment Process

German language assessments form a mandatory part of the recruitment process.

• Candidates must complete two written assessments in German.
  
• Each written assessment must contain no fewer than 200 to 250 words.
  
• Assessments must demonstrate the candidate’s own German writing ability.
  
• Artificial intelligence tools, translation applications or third-party assistance may not be used.
  
• Candidates may also be required to complete a verbal German language assessment.
  
• Applicants must demonstrate C1 or C2 German proficiency before being considered for submission.
  

Any candidate suspected of using artificial intelligence or translation tools may be removed from the recruitment process.

Required Application Documents

Only complete candidate applications will be considered.

Applicants must submit:

• Updated CV.
  
• Clear copy of South African ID or permanent residence permit.
  
• Current contact details.
  
• Completed German written language assessments.
  
• Proof of fibre or fixed-line internet connectivity.
  
• Internet speed test confirming a minimum speed of 25 Mbps upload and download.
  
• Confirmation that a suitable UPS or backup power solution is available.
  
• Confirmation of full computer literacy.
  
• Any additional supporting documents requested during the screening process.