Job Description

Customer Service Representative - German Speaking
Location: Cape Town, Western Cape
Department: Customer Support
We are looking for a fluent German-speaking Customer Service Representative with a passion for resolving customer issues, especially complaints, to join our dynamic and customer-focused team. If you thrive in a fast-paced environment, enjoy problem-solving, and are committed to delivering exceptional service, we'd love to hear from you.
Key Responsibilities:

• Deliver exceptional support through inbound/outbound calls, live chat, and email
• Handle customer complaints with professionalism and empathy, ensuring timely and satisfactory resolution
• Provide accurate and clear written responses in line with company standards
• Manage a variety of customer queries efficiently and courteously
• Follow up on enquiries and ensure customer satisfaction post-resolution
• Liaise with internal teams, clients, and suppliers to resolve escalated issues
• Maintain accurate and complete records of customer interactions
• Report and escalate incidents, including data breaches or fraud, in accordance with company guidelines
• Proactively identify process improvements and contribute to quality control efforts
• Apply expert knowledge of the company's services to resolve issues effectively

Requirements:

• Fluent in German (written and spoken)
• Strong command of English, both verbal and written
• Minimum 1 year's experience in customer service, travel, or tourism industries
• Previous experience in a call centre environment (inbound, outbound, chat, and back-office)
• Proficiency in Microsoft Office (Word, Excel, Outlook) and Google Workspace
• Strong administrative skills, including planning, time management, and problem-solving
• Excellent attention to detail and a high level of accuracy
• Knowledge of correspondence etiquette in written communications
• Ability to maintain professionalism under pressure
• Demonstrated integrity and compliance with company policies

Preferred Knowledge & Competencies:

• Interest or experience in the airline industry, including fares and ticketing
• Working knowledge of GDS systems (intermediate level preferred)
• Proven ability to manage escalated complaints and complex customer queries
• Active listening skills with a customer-first mindset
• Strong conflict resolution, negotiation, and persuasion abilities
• Ability to multi-task and prioritize under high-volume workloads
• Excellent team collaboration and knowledge-sharing attitude
• Adaptability to change in a fast-paced, dynamic environment

Personal Qualities:

• Customer-focused with a passion for complaint resolution
• Professional, respectful, confident, and resilient in all interactions
• Culturally aware and sensitive to diverse customer backgrounds
• Patient, empathetic, and compassionate communicator
• Committed to delivering high service standards with a positive attitude
• Able to take ownership of issues and follow through to resolution

If you're ready to join a supportive, high-performing team where your contributions truly matter, apply now and take the next step in your customer service career.

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