German Speaking Telephone Agent

Job Description:

German-Speaking Telephone Agent | Windhoek, Namibia

We're recruiting on behalf of an international client seeking professional, customer-focused Telephone Agents to join their team in Windhoek.

As the first point of contact for customers in Germany and Austria, you'll represent well-known businesses by providing friendly, efficient and professional telephone support. This role is ideal for individuals who enjoy helping people, have excellent communication skills, and can remain calm and solution-focused in a fast-paced environment.

POSITION SUMMARY:

The Telephone Agent is the first point of contact for customers of our clients in Germany and Austria. As the voice of our clients' businesses, the agent plays a key role in creating a professional, trustworthy and service-oriented customer experience. The objective of this role is not only to answer calls, but also to ensure that every caller feels heard, understood and well taken care of.

TELEPHONE OPERATOR DUTIES AND RESPONSIBILITIES:

• Answers incoming calls in a professional, friendly and confident manner.
• Handle all calls in accordance with company procedures and client-specific instructions.
• Assess each call accurately and determine the appropriate course of action.
• Transfer calls, arrange call-backs, take messages or provide information as required.
• Record all call details accurately in the designated systems.
• Provide callers with accurate information based on the available client documentation.
• Actively listen to callers and identify both stated and underlying needs.
• Handle challenging or escalated calls professionally and apply de-escalation techniques where appropriate.
• Represent our clients professionally and maintain a high standard of customer service at all times.
• Maintain confidentiality and comply with company policies, client requirements and quality standards.
• Participate in training sessions, team meetings and coaching activities as required.

Requirements

• Matric certificate or equivalent is preferred
• Computer literacy with good knowledge of the Microsoft Office Suite
• A valid Namibian work permit (required)
• Fluent in both German and English, with German at native or near-native proficiency
• Excellent verbal communication and interpersonal skills
• Well-groomed with a friendly, positive and professional attitude
• Strong customer service orientation and the ability to remain calm under pressure
• Excellent listening skills

Experience: Previous experience in customer service, hospitality, reception or a call center environment is advantageous.

Important Information
Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed to maintaining diversity in its appointments. Surgo (Pty) Ltd therefore also encourages people with disabilities and from other diverse backgrounds to apply.

Due to the high volume of applications, should you not receive feedback within three months of submission, please consider your application unsuccessful. We encourage you to reapply for future opportunities.
Surgo (Pty) Ltd does not charge any application fees.

Your CV will be kept on our database for future opportunities. Should you prefer that we do not retain your details, please contact: [email protected]

Required Skills:
• Environment
• Hospitality
• Support
• Database
• Client Requirements
• Recruiting
• Customer Experience
• Instructions
• Computer Literacy
• Confidentiality
• LTD
• Coaching
• Interpersonal Skills
• Communication Skills
• Pressure
• Documentation
• English
• Training
• Customer Service
• Microsoft Office
• Communication