Customer Service Consultant

Our client has partnered with a leading provider in the motor hire industry, offering a wide range of vehicles for both short-term and long-term rentals. Their goal is to provide customers with excellent service, reliable vehicles, and hassle-free experiences. They are looking for a dynamic and customer-focused Customer Service Consultant to join their team and assist our valued customers in German.

Role Overview

As a Customer Service Consultant, you will be the primary point of contact for German-speaking customers seeking assistance with vehicle rentals. You will be responsible for handling inquiries, processing bookings, providing advice on vehicle options, and ensuring a seamless customer experience. Your excellent communication skills in German, as well as your passion for customer service, will ensure that customers have a smooth and positive rental experience.

Job Location: Durban, South Africa

Candidate Location: South Africa

Work Type: On-site

Job Type: Full time/Permanent

Working Hours: Shifts between 9:00am - 9:00pm (GMT+2)

Requirements

• Fluency in German (both written and spoken) is a must.
• Proven experience in customer service, preferably in the motor hire, automotive, or travel industry.
• Strong verbal and written communication skills in German.
• Ability to work in a fast-paced environment while maintaining attention to detail.
• Exceptional problem-solving skills with a customer-first approach.
• Knowledge of rental processes, vehicle types, and rental agreements (preferred).
• Proficient in MS Office and familiarity with booking/reservation systems.
• Ability to remain calm under pressure and resolve customer concerns effectively.
• A valid driver’s license and a clean driving record (preferred).
• Excellent interpersonal and communication skills in German.
• Strong organizational skills and attention to detail.
• Problem-solving and conflict resolution abilities.
• Ability to work independently as well as part of a team.
• Flexibility and adaptability to changing customer needs.

Responsibilities:

Customer Interaction:

• Serve as the primary point of contact for German-speaking customers via phone, email, and via telephone inquiries.
• Respond to customer inquiries about vehicle availability, rental terms, pricing, and services in German.
• Provide expert advice on choosing the appropriate vehicle based on customer needs.

Booking & Reservations:

• Assist customers in German with making reservations, managing rental dates, and processing bookings.
• Ensure accurate and timely input of customer information and booking details into the system.

Problem Resolution:

• Address and resolve customer complaints, issues, or concerns in a calm, professional, and effective manner in German.
• Escalate complex issues to management when necessary.

Customer Education:

• Educate customers on rental policies, insurance options, vehicle maintenance, and return procedures in German.
• Provide guidance on the use of additional services such as GPS, child seats, or roadside assistance.

Administrative Support:

• Process rental agreements, payments, and documentation accurately.
• Track customer feedback and assist in improving services based on insights.

Team Collaboration:

• Work closely with the fleet and operations teams to ensure vehicles are available, clean, and ready for customer pick-up.
• Contribute to the development and implementation of customer service best practices.

Benefits

• Competitive salary and benefits package.
• Opportunity to work in a dynamic and customer-centric industry.
• Collaborative and supportive team environment.
• Growth and development opportunities within the company.