Aquila Smith, German Speaking Customer Support and Travel Coordinator

About

As a South African having lived and worked in the Netherlands, Belgium, and Germany I love traveling and learning about different cultures and languages. That experience has also helped me to understand working with the European markets in South Africa and has taught me that customers are the same worldwide and have the same needs despite their different perceptions and cultural views. I love being able to help others as I would love to receive the same experience when having an issue with a product or service or if I do not understand the product. I have 6 years customer service experience working in the German, Austrian and Swiss markets as well as 11 months experience working in the Travel and Tourism industry with German, Austrian and Swiss clients Coordinating unique individual holiday trips to Africa. I am hard-working, independent, and a fast learner who is not afraid of new challenges. I prefer to fully understand a job so that I can work to the best of my ability and am always keen on becoming better at what I do. I have always wanted a career and working in customer service is my strong strength due to my love for helping others. I would love to be able to build on my experience and reach new career heights going into management. Empathy is my forte as I put myself in the shoes of not only the customer but also in the shoes of others to try to better understand them and am always there to lend an ear and a helping hand. It is also vital in customer services to allow the client to vent as much as needed and inform them that you understand their frustration or anger and that you are there to help them. All in all, customer service should go beyond and above for its clients as a customer service representative is generally the first point of contact between the customer and the business, whether face-to-face or by other means of communication example via email, call, chat, etc. A customer service rep needs to always give and leave the customer with an unforgettable experience which will provide the customer trust and confidence that there will always be someone to help in their time of need. Without this service available, a company or business will never understand its customer's needs or meet their requirements to better improve its services and the general client's experience. I would love to continue working in an industry where not only do I have years of experience but I have also learned so much about customers and how to provide them with the best customer service experiences so that they always return to use the company's services and refer the company to their family, friends, and acquaintances. The world is such a beautiful and interesting place and I am keen on continuing to explore different ways to assist not only the customer but also the company to help improve their outlook on bettering their services to their customers.

Experience

Enchating Travels

May 2022 – May 2023

Johannesburg

German Trip Coordinator

⦁ Handling catered trips for guests, ensuring bookings with international partners are complete before the trip, and negotiating deals, specials, and requests for guests. ⦁ Dealing with guest queries. ⦁ Handling guests' international and internal flights on Conso and Amadeus. ⦁ Providing exclusive, personalized services to German guests for their Africa travels.

Quantanite – DoorDash

Oct 2021 – May 2022

Johannesburg

German Customer and Merchant Advisor

⦁ Customer and Merchant Advisor for German restaurant owners in need of advice and assistance for restaurants who want to join joining or who have joined DoorDash. ⦁ Assist with any issues the clients have in regards to menus, order tablets, orders, and anything about DoorDash's use of services. ⦁ Provide appropriate and timely issue resolutions for customer orders and inquiries. ⦁ Focus on the commitment to customer service with the ability to build productive relationships with colleagues and management. ⦁ Meeting and exceeding month-to-month targets.

Webhelp – Easyjet

Jun 2021 – Oct 2021

Johannesburg

German Customer Service

⦁ Customer Services Advisor for German Speaking Customers from Germany, Switzerland, Austria, and worldwide in need of advice and assistance using the airline's services. ⦁ Inbound and outbound calling as well as emailing customers in response to inquiries and issues they have. ⦁ Focus on the commitment to customer service with the ability to build productive relationships with colleagues and management.

Webhelp – Worldremit

Oct 2019 – Jun 2021

Johannesburg

German Customer Service

⦁ Customer Services Advisor for German Speaking Customers from Germany, Switzerland, and Austria requiring advice and assistance with the use of the services. ⦁ Assisting with English-speaking calls when required for International Customers. Communicating with clients utilizing calls, emails, and social media. ⦁ Focus on the commitment to customer service with the ability to build productive relationships with colleagues and management. ⦁ Meeting and exceeding month-to-month targets

Digioutbound Call Centre

Feb 2017 – Feb 2018

Cape Town

German Sales Agent

⦁ Calling new and old clients in Germany, Austria, Switzerland, and worldwide to sell the new services and products offered by the company. ⦁ Delivering exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming positive experiences. ⦁ Adhering to company policies and scripts to consistently achieve call-time and quality standards.

Heckmann Properties

Jan 2014 – Dec 2016

Germany

Heckmann Properties

⦁ Typing ⦁ Screening and answering calls. ⦁ Filing of documents and document management. ⦁ Receiving visitors and providing them with refreshments for meetings. ⦁ Setting up appointments for viewings of apartments. ⦁ Assisting customers with inquiries. ⦁ Creating excel spreadsheets. ⦁ Updating documentation for the German Finance and Property Departments.

Education

Varsity College Sandton

Jan 2007 – Jan 2008

Journalism

Aquila Smith

German Speaking Customer Support and Travel Coordinator

Skills

Languages