Requirements:Customer service skills are essentialFluent German written and spokenExperience in Inbound and outbound, Chat and Back-office call centre experience1 years' experience in the travel, tourism, or customer service industryHigh proficiency in verbal & written English and Sound interpersonal skillsProficiency in Microsoft (Word, Excel & Outlook) and Google platformsHigh attention to detail and accuracyCorrespondence etiquette in email and back-officeExceptional administrative skills with sound planning, problem solving, organizing and time management skills, with sound follow-through after contact with customersIntegrity and honesty in work completed in compliance with the company policiesJob-Related Knowledge/Competencies Required:Knowledge of or interest in airline industry with basic knowledge of fares and ticketing and intermediate knowledge of a GDSProvide telephonic customer support, handle multiple queries, and de-escalate complaints as well as general queries in a professional manner, in line with set standardsAdhere to sound written communication principles and maintain customer service standards that promote a positive image of the CompanyEscalate complaints/enquiries/information to relevant operational level if requiredEnsure complaints/questions are answered/resolved in a reasonable timeframe, follow-up on customer enquiries and complaints, if applicable address complaints referred by Social Media Department and provide written and verbal feedback, according to set standardsEnsure all captured information is accurate and completeReport incidents according to set guidelines related to data breaches and requests, fraud, and attempted/confirmed scam attemptsMaintain quality control principles and recommend process improvementsDemonstrate active listening skills to ensure customer's needs are understoodResolve customer problems by clarifying the customers complaints, determining the cause of problems, and explaining the best solution to the problem or seeking guidance on the best solution to the problemRespond promptly to customer inquiries by understanding the product and applying the appropriate processMaintain a positive, empathetic and professional attitude toward customers at all timesTake ownership of complaints and working them through to completionShowing a higher attention to detail with escalations/complaintsCollaborate with colleagues to achieve the best possible outcome for the customer whilst liaising with the Client & Suppliers.Demonstrate expert knowledge of the product to ensure maximum efficacy Skill:Resolve queries and display key independence and proactiveness in decision-making.Prioritise and manage workflow.Multi-task and cope with high work volumesAnalyse, validate and interpret information.Resolve conflict situations amicably whilst finding effective solutions for customers (i.e., businesses)Team player and be able to work in an open plan environment.Work under pressure to meet performance KPIs and client service level agreements.Effective negotiation and persuasion skillsEffectively share knowledge and expertise with customers and staffBe agile and adapt to change in a fast-paced environmentAbility to communicate at all levels. Behaviours/Personal Qualities:Customer focused with a passion for complaints handlingAccountable whilst acting fairly and proportionatelyProfessional, respectful, confident and resilientExtremely patient, empathetic and compassionateCulturally aware and sensitive to othersMaintain composure under pressure/ difficult circumstances Mon-Friday 9 to 5 (weekend on rotation)Office based in Cape Town centre