German Speaking Customer Advisor in Umhlanga!

Ignite; Durban; On-site; ZAR 228,000 - 308,000; Full time

Benefits offered by this job

Medical Aid

Life Insurance

Relocation Assistance

Career Development

Modern Umhlanga Office

Job summary

Ignite in Umhlanga, Durban (On-Site) is hiring a German-speaking Customer Support Representative for full-time work in a 24/7 rotating shift, including days, evenings, nights and weekends. The role handles parcel tracking, transactions, returns and product queries for an international online platform.

The successful candidate will use German and English across calls, chats and emails, with initial paid training and opportunities for growth into QA Analyst or Team Manager roles.

Qualifications

• German language with at least B2 level and fluent English.
• Matric / Grade 12 completion certificate.
• Willingness to work a 24-hour rotating shift.
• Experience in customer service or call centre is preferred but training is provided.

Responsibilities

• Provide multichannel support (phone, chat, email) in German and English.
• Troubleshoot orders, track packages, and handle returns/exchanges.
• Resolve customer issues professionally and maintain a helpful demeanor.
• Maintain knowledge of returns policies, delivery workflows, and product ranges.
• Log all customer interactions and resolutions in the CRM.
• Aim to meet/exceed KPIs and CSAT targets.

Skills

German language

English language

Customer service

Education

Matric / Grade 12

Tools

CRM tools

Job description

Job Title: German-Speaking Customer Support Representative

Location: Umhlanga, Durban (On-Site)

Work Arrangement: Full-Time (40 Hours / Week)

Schedule: 24/7 Rotational Shifts (Day, Evening, Overnight, and Weekends)

Compensation: R24,000 gross monthly base salary

Languages Required: Fluent / B2+ German & Clear Business English

Overview

Join our growing operations team in Umhlanga as a German-speaking Customer Support Representative supporting a world-renowned e-commerce platform. In this office-based role, you will be the main point of contact for online consumers, addressing inquiries related to parcel tracking, transaction management, returns, and item specifications. If you are an ambitious professional looking to grow your career within client services and the international contact center sector, this position offers an ideal environment for long-term development.

Key Accountabilities

• Multichannel Assistance: Deliver professional customer assistance across multiple channels, including inbound phone calls, chat support, and email tickets in both German and English.
• Order Troubleshooting: Resolve logistics issues, track delayed packages, and assist customers with item exchanges and return procedures.
• Issue Resolution: Navigate customer complaints efficiently, maintaining a calm and helpful demeanor to turn challenging interactions into positive experiences.
• Policy Knowledge: Maintain an in-depth understanding of enterprise return guidelines, delivery frameworks, and current product lines.
• Database Management: Log accurate records of all customer communications, interaction notes, and resolution steps in the company CRM.
• Performance Standards: Meet and exceed personal and team key performance indicators (KPIs), focusing heavily on CSAT feedback and resolution quality.

Qualifications & Competencies

Essential Criteria

• Language Capabilities: High fluency or at least B2-level proficiency in written and spoken German, alongside clear business English skills.
• Education: Possession of a Matric / Grade 12 completion certificate or equivalent qualification.
• Shift Adaptability: Availability to work within a 24-hour rotating shift roster, covering day, evening, overnight, and weekend schedules.
• Technical Aptitude: Comfort operating digital tools, managing desktop interfaces, and switching between support software platforms efficiently.

Experience & Mindset

• Customer service or call center experience is preferred but not mandatory (comprehensive paid training is provided).
• Must possess strong emotional intelligence, resilience, and trouble-shooting capabilities.

Compensation & Perks

• Base Salary: R24,000 gross monthly pay.
• Insurance Benefits: Extensive medical aid scheme (inclusive of spouse coverage) and full life insurance protection from employment start.
• Relocation Package: Assistance package for out-of-town hires, including a one-way domestic flight ticket and up to 20 nights of complimentary lodge housing in Durban.
• Career Development: Accessible internal advancement pathways leading into QA Analyst, Team Manager, or Corporate Trainer positions.
• Facility Amenities: Modern workspace located in Umhlanga featuring dedicated rest zones and fully equipped staff lounges.