e are seeking motivated and customer-focused: service, care, support and soft-sale representatives to
join our customer service team. In this role, you will be the first point of contact for our customers, providing
professional support and ensuring a positive customer experience. You will assist customers with enquiries,
solve problems efficiently, and work closely with internal teams to provide excellent service.
Key Responsibilities:
1st Level Support
- New Order Processing: Assist customers directly with placing new orders and navigating the initial
buying process.
- Order Issues: Diagnose and resolve direct questions, errors, or troubleshooting requests tied to
active orders.
- Non-Order Inquiries: Respond to general questions from customers, business clients, or suppliers
that are not linked to a specific transaction.
- Delivery Queries: Address fulfilment tracking, shipping status updates, and transport-related
issues.
- Omnichannel Communication: Manage incoming customer phone calls and emails promptly and
professionally.
- Product & Account Advisory: Explain prices, item availability, active promotions, account details,
or platform services clearly.
- Internal System Documentation: Process requests efficiently in internal systems by recording
customer interactions, updating account data, and creating support tickets.
2nd Level Support & Escalation
- Legal Claims: Handle and manage regulatory requests, contract queries, and policy-related
customer questions.
- Payments & Refunds: Process complex requests regarding pricing disputes, billing, payment
verification, and refund requests.
- B2B Relationship Management: Actively support specialised business customers (like
restaurants, hotels, and retailers) with advanced account adjustments and bulk purchases.
- Cross-Functional Collaboration: Coordinate directly with logistics, sales, finance, or warehouse
teams to solve escalated customer complaints (e.g., missing items, damaged goods, or delayed
deliveries).
- Compliance & Premium Standards: Follow German customer service standards by
communicating professionally in German (and sometimes English), protecting customer data, and
adhering strictly to company procedures.
Minimum Requirements
Native level fluency in the German language (C1 Level): Verbal & Written skills essential (advanced level
may be considered)
- Permanent residence permit / South African ID holders only
- Excellent computer literacy and technical skills
- Comfortable using CRM software, ticketing systems, and MS Office products
- No criminal record
- Previous customer service experience preferred
- Strong communication skills and professional email etiquette
- Ability to stay calm under pressure and find structured solutions
- Strong analytical ability to sort inquiries into tier levels and find swift, customer-focused solutions
- A professional, helpful attitude dedicated to supporting high-volume marketplace operations
Employment Terms and Conditions
1. 2. Remuneration: R200,000.00 CTC per annum
Full time, permanent contract: 40 hours per week (8,5 hours shifts per day, inclusive of lunch/breaks)
3. Operational hours:
- Mondays – Fridays, European hours, which includes public holidays as operationally required
- Working hours may be subject to change depending on client requirements
4. 6. Training: Approximately 4 - 6 weeks (fully paid)
5. Probation period: 4 months
Medical Insurance (paid for by the Company after successful completion of training)
7. Work From Home requirement:
8. Fibre internet connection or stable fixed ADSL line of minimum 25 MBPS up/down required at
own cost
- Must be a fixed line internet solution
- No wireless connections accepted
- UPS solution required for internet outages during load shedding or other reasons
R2,000.00 monthly incentives after successful completion of training period.
Work Location: Remote
