Customer Service and Sales Representative
Rosstone Professional Solutions
Overview
First point of contact for our customers, providing professional support and ensuring a positive customer experience. Candidate has to be customer-focused, service orientated, with soft-sales skills to join our service team.
Requirements
- German language – both Verbal & Written skills
- South African Citizen or Permanent residence permit / holders with a clear criminal record
- Must have Fibre internet connection or stable fixed ADSL line
- Expertise in customer service experience
- Strong analytical ability to sort inquiries into tier levels and find swift, customer-focused solutions
- CRM software, ticketing systems, and MS Office products
- Effective communication skills and professional email etiquette
- Ability to work and stay calm under pressure and find structured solutions
- A professional, helpful attitude dedicated to supporting high-volume marketplace operations
- Excellent computer literacy and technical skills
Responsibilities
- Assist customers with enquiries and work closely with internal teams to provide excellent service.
- 1st Level Support: New Order Processing: Assist customers directly with placing new orders and navigating the initial buying process.
- Product & Account Advisory: Explain prices, item availability, active promotions, account details, or platform services clearly.
- Non-Order Inquiries: Respond to general questions from customers, business clients, or suppliers that are not linked to a specific transaction.
- Order Issues: Diagnose and resolve direct questions, errors, or troubleshooting requests tied to active orders.
- Delivery Queries: Address fulfilment tracking, shipping status updates, and transport-related issues.
- Omnichannel Communication: Manage incoming customer phone calls and emails promptly and professionally.
- 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.
- B2B Relationship Management: Actively support specialized business customers (like restaurants, hotels, and retailers) with advanced account adjustments and bulk purchases.
- Cross-Functional Collaboration: Coordinate with logistics, sales, finance, and warehouse teams to solve escalated customer complaints (e.g. missing items, damaged goods, or delayed deliveries).
- Payments & Refunds: Process complex requests regarding pricing disputes, billing, payment verification, and refund requests.
- 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.
How to apply
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