German Customer Service & Sales Representative (Fully Remote (Work From Home) ) at Impact

Job Description

• We 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 specialized 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 Located in South Africa
• 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