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Johannesburg: GERMAN SPEAKING Call center agent/Universal agent – REMOTE

Johannesburg: GERMAN SPEAKING Call center agent/Universal agent – REMOTE

Posted on 2025-07-21 00:00:00

Employer Unspecified
Category Customer service / support
Location Gauteng  / Johannesburg

Job Summary

Customer Support : -Respond to customer queries across voice/email/chat efficiently and professionally, adhering to response time standards IN GERMAN -Utilize templated email, chat and voice responses for specific inquiries and draft tailored responses when required. -Retrieve necessary information from knowledge bases to address customer questions accurately. -Process all incoming communications and log key information into the company’s CRM system daily. Content Moderation : -Review user-generated content (e.g., ad text, images, messages) for compliance with company guidelines and country-specific laws. -Ensure users adhere to Client’s policies regarding account creation and usage, sending messages, and posting personal ads, using good judgment for borderline cases. -Process and respond to user complaints and appeals related to content removal or account limitations. -Take appropriate action on flagged content (approve/reject) and identify patterns in potentially harmful content, reporting trends to your manager. -Evaluate content patterns to propose updates to keyword filters and flag filters causing high false positive rates. Quality Assurance : -Audit contact management tickets and moderation actions for quality, accuracy, and adherence to policy. -Identify and report patterns in user pain-points, moderation misses, agent errors, possible filter creation or adjustment. -Continuously improve QA scorecards and feedback loops in collaboration with supervisors to optimize level of agent output. -Lead calibration sessions across departments to ensure consistency in decision-making. -Report on quality trends and suggest princess of policy changes based on insights SKILLS & QUALIFICATIONS About you: – MUST BE GERMAN SPEAKING -Empathy and professional understanding of customer frustrations and concerns. -High attention to detail and the ability to follow processes precisely. -Constructive communicator and excellent stress management to maintain composure during high-volume periods or challenging interactions. -Adaptability to unique situations and efficient task handling, adjusts criteria or focus areas as workflows evolve. -Exposure to KPI-driven environments and SLA targets. -Problem-solving skills to identify core issues and determine appropriate solutions. -Analytical and objective mindset – maintains neutrality while reviewing others work. Technical Skills : -Experience with social media or content moderation platforms is preferred. -Proficiency with CRM systems for tracking and logging communications. -Competency with contact management platforms and content moderation tools. -Experience utilizing multiple tools to solve tasks. -Familiarity with knowledge base systems for resolving customer issues. -Basic understanding of data security protocols related to sensitive customer information. -Ability to quickly learn and navigate company-specific applications and systems. -Typing speed and accuracy sufficient for real-time customer communication. Educational and Experience Requirements : -Completion of secondary education preferred (e.g., high school diploma or equivalent). Additional college coursework or relevant certifications in customer service or communication are a plus but not required. -1-2 years of experience in customer service, call center, or a related field preferred. -German Language proficiency: C1-C2 level required.

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