German Customer Service and Sales Representative
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AI Summary
Provide pre- and post-flight travel support to international passengers via voice calls and written correspondence in German and English. Utilize airline reservation systems to resolve queries and complaints while meeting strict quality and service-level KPIs.
About Our Client
Our client operates a demanding international customer service environment supporting a prestigious travel brand. The work is time-sensitive and service-driven, with daily interactions involving international passengers, travel-related queries, complaints and reservations support.
Role Overview
This opportunity is ideal for a German-speaking customer service professional who can work confidently in both German and English. The role involves assisting passengers with pre- and post-travel queries, handling voice calls and written correspondence, using airline reservation systems and meeting defined quality and service-level expectations. The environment is dynamic, multilingual and operational 365 days per year.
Key Responsibilities
Assist passengers with pre-flight and post-flight travel-related queries in German and English.
Handle voice calls, written correspondence and customer service interactions professionally.
Use airline reservation systems and internal platforms accurately after full product and systems training.
Resolve customer queries, service complaints and travel-related requests within required service standards.
Meet agreed KPIs, quality expectations and client service levels in a time-sensitive contact centre environment.
Provide clear, accurate and empathetic communication to international passengers.
Maintain accurate customer notes and follow required processes for each interaction.
Remain flexible to work rotational shifts across Mondays to Sundays, including public holidays.
Adapt to changing client requirements, operational hours and service processes.
Work professionally from a suitable home-based setup where required by the operational model.
Requirements
Native-level German verbal and written fluency is essential; advanced German may be considered.
Strong English verbal and written communication skills are required.
Must be located in South Africa.
South African ID or permanent residence permit is required.
Excellent computer literacy and technical navigation skills are essential.
No criminal record is required.
Previous customer service experience is preferred.
Must be flexible to work shifts, weekends and public holidays as operationally required.
For work-from-home requirements, a fixed fibre or stable fixed ADSL line of minimum 20 Mbps up and down is required at own cost.
Wireless internet connections are not accepted and a UPS solution is required for internet outages.
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