33 x German Customer Service & Sales Representative at RMV Recruitment Solutions

Position Overview

• As a German Customer Service & Sales Representative, you will be the first point of contact for customers requiring assistance with orders, deliveries, payments, refunds, product information, account queries and general customer service matters.
• You will communicate with customers telephonically and via email, resolve enquiries efficiently and accurately, document all interactions on internal systems and collaborate with relevant departments to resolve more complex matters.
• The role combines customer service, customer care, problem-solving, administrative support and soft-sales responsibilities.

Key Responsibilities
First-Level Customer Support

• Assist customers with placing new orders and navigating the purchasing process.
• Respond to general customer, business client and supplier enquiries.
• Investigate and resolve errors, questions or problems relating to active orders.
• Provide customers with delivery tracking, shipping updates and transport-related information.
• Manage incoming telephone calls and emails professionally and within required service levels.
• Provide accurate information regarding products, pricing, availability, promotions, customer accounts and platform services.
• Identify customer needs and provide appropriate product or service recommendations.
• Record all customer interactions accurately on internal systems.
• Update customer and account information.
• Create, update and manage customer support tickets.

Second-Level Support and Escalations

• Assist with complex billing, payment verification, pricing dispute and refund enquiries.
• Manage contract, policy, compliance and regulatory-related customer queries.
• Support business-to-business customers, including restaurants, hotels and retailers.
• Assist with advanced account amendments and bulk-purchase enquiries.
• Escalate unresolved or complex matters to the appropriate internal department.
• Collaborate with logistics, sales, finance and warehouse teams to resolve complaints.
• Assist customers with missing items, damaged products, delayed deliveries and other fulfilment-related matters.
• Follow all customer service, data protection and internal compliance procedures.
• Maintain professional German-language customer service standards.

Requirements
Minimum Requirements
Applicants must meet all the following requirements:

• German language proficiency at a C1 or C2 level, both verbally and in writing.
• Advanced English communication skills.
• South African ID or valid South African permanent residence permit.
• No criminal record.
• Excellent computer literacy and technical aptitude.
• Confidence working across multiple computer systems and applications.
• Experience using CRM systems, ticketing platforms and Microsoft Office applications.
• Strong professional telephone manner and email etiquette.
• Ability to type, navigate systems and capture information accurately while assisting customers.
• Strong analytical and problem-solving skills.
• Ability to categorise customer enquiries and determine the appropriate support or escalation level.
• Ability to remain calm and professional under pressure.
• A structured and customer-focused approach to resolving enquiries.
• Ability to work independently in a fully remote environment.
• Previous customer service, contact centre, sales or technical support experience is preferred.

Computer Literacy Requirements
Candidates must be fully computer literate and able to:

• Navigate between multiple computer systems and browser tabs.
• Use Microsoft Outlook, Word and other Microsoft Office applications.
• Work confidently with CRM and customer support ticketing systems.
• Capture customer information quickly and accurately.
• Conduct basic technical troubleshooting.
• Communicate professionally through telephone, email and digital support channels.
• Learn new systems and processes during training.
• Work independently without continuous onsite technical assistance.

Work-From-Home Requirements

• Candidates must have a suitable and professional home-working environment.

The following are mandatory:

• A fixed fibre internet connection or stable fixed ADSL connection.
• Minimum internet speed of 25 Mbps upload and 25 Mbps download.
• Internet connectivity must be provided at the candidate’s own cost.
• Wireless-only, mobile data, LTE or similar connections will not be accepted.
• A dedicated, quiet and professional workspace.
• A reliable UPS or backup power solution capable of keeping the internet connection operational during load shedding or power interruptions.
• Proof of fibre availability and internet speed must be provided during the recruitment process.