Only Candidates that are fluent in written and spoken German will be considered!

NB. Candidates will be assessed with 2 German written and spoken assessments.

Requirements:
Consumer complaint resolution Skills are essential
Fluent German written and spoken
Experience in Inbound and outbound, Chat and Back-office call centre experience
1 years’ experience in the travel, tourism, or customer service industry
High proficiency in verbal & written English and Sound interpersonal skills
Proficiency in Microsoft (Word, Excel & Outlook) and Google platforms
High attention to detail and accuracy
Correspondence etiquette in email and back-office
Exceptional administrative skills with sound planning, problem solving, organizing and time management skills, with sound follow-through after contact with customers
Integrity and honesty in work completed in compliance with the company policies
Job-Related Knowledge/Competencies Required:
Knowledge of or interest in airline industry with basic knowledge of fares and ticketing and intermediate knowledge of a GDS
Provide telephonic customer support, handle multiple queries, and de-escalate complaints as well as general queries in a professional manner, in line with set standards
Adhere to sound written communication principles and maintain customer service standards that promote a positive image of the Company
Escalate complaints/enquiries/information to relevant operational level if required
Ensure complaints/questions are answered/resolved in a reasonable timeframe, follow-up on customer enquiries and complaints, if applicable address complaints referred by Social Media Department and provide written and verbal feedback, according to set standards
Ensure all captured information is accurate and complete
Report incidents according to set guidelines related to data breaches and requests, fraud, and attempted/confirmed scam attempts
Maintain quality control principles and recommend process improvements
Demonstrate active listening skills to ensure customer’s needs are understood
Resolve customer problems by clarifying the customers complaints, determining the cause of problems, and explaining the best solution to the problem or seeking guidance on the best solution to the problem
Respond promptly to customer inquiries by understanding the product and applying the appropriate process
Maintain a positive, empathetic and professional attitude toward customers at all times
Take ownership of complaints and working them through to completion
Showing a higher attention to detail with escalations/complaints
Collaborate with colleagues to achieve the best possible outcome for the customer whilst liaising with the Client & Suppliers.
Shifts: Campaign is operational Monday to Sunday. Must be able to work weekends (rotational), 2 days off

Working Hours: 9:30am to 6:30pm and/or 8:30am to 5:30pm
Hybrid Work environment: After completing training and probation period of 3 Months
Salary: R35 000 per month (benefit – Momentum funeral cover) Medical Aid and Provident fund not covered
Parking : Available on site