German Support agent

Take ownership of high-profile and escalated customer cases, managing them from start to resolution while ensuring first contact resolution wherever possible. Manage work orders in line with defined business SLAs and proactively identify and offer solutions to customer issues or concerns. Consistently apply agreed behavioural, quality, and compliance standards while protecting customer data and information security. Verify and update customer information accurately and communicate relevant campaign or process updates to colleagues, customers, and managers. Develop and maintain strong product and campaign knowledge within the retail environment and share knowledge and best practices with team members. Work on-site from our Durban North Coast office, supporting European business hours.