German Speaking Customer Advisor (on-site)

Ignite; Umhlanga Rocks; On-site; ZAR 244,000 - 292,000; Full time

Benefits offered by this job

Private medical scheme (spouse)

Life insurance

Relocation assistance

Career development paths

Modern facilities

Job summary

Ignite is seeking a dedicated, German-speaking customer experience professional to join our on-site team in Umhlanga. You will act as the principal liaison for online buyers, guiding them through order tracking, payment verification, returns processing, and general inquiries.

This full-time role requires flexibility to cover a 24/7 rotation, including days, nights, weekends, and holidays. You will work in a modern facility with a focus on customer satisfaction and global BPO excellence.

Qualifications

• German B2+ level in writing and speaking with strong business English
• Grade 12/Matric or equivalent
• Willingness to work a 24/7 shift including day, night, weekends, and holidays
• Strong digital aptitude with ability to multi-task across enterprise software
• Experience in call centers, retail or hospitality is preferred; onboarding is provided

Responsibilities

• Provide multilingual support across email, live chat, and phone.
• Assist customers with order tracking, payment verification, returns processing, and product inquiries.
• De-escalate concerns using calm communication and problem-solving.
• Stay informed on product offerings, terms of service, and policies.
• Log every interaction and case status in CRM accurately and timely.

Skills

German language proficiency

Business English

Empathy

Customer service mindset

Education

Grade 12 / Matric

Tools

CRM software

Enterprise software suite

Job description

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)

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.