Customer Support Representative - Remote work - English and German Speaking role

Customer Support Representative: International Position - Remote Role - German and English speaking role

JOB DESCRIPTION:

Job Title: Customer Support Representative: International

Pretoria, South Africa

POSITION OVERVIEW:

The Customer Representative position includes Client Relationship Management, Contractor on-boarding, User support, Contractor retention optimization, Tele-sales, Document verifications, Records management and any other relevant task allocated by the line manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Key Performance Area Duties:

Client Relationship Management and Retention

• Maintaining constructive contractor company relationships with a focus on client retention and solution utilization
• Report on subscriber engagement, risks and health

Portfolio Growth:

• User needs identification
• Product and solution functionality specification identification
• Product and solution demonstrations and upselling e.g.
• Elevating contractor subscriptions, converting subscriptions to basic employer license, conducting functionality demonstrations.

Contractor Portfolio Management:

• Conducting contractor on-boarding and subscriptions
• Provide user support on assigned contractors
• Conduct subscription renewal liaison
• Manage contractor status

Provide user support (In-bound):

• Provide user support for in-bound queries and questions on the inhouse system
• Provide basic administrative guidance and or referral to safety file administration partners

Compliance verification:

• Conduct document verifications (as and when required)

System administration:

• Complete all administrative data capturing on a daily basis (as required)
• Maintain accurate client engagement records on in-bound and out-bound activities
• Assist with invoice reconciliation on the billing system as required
• Assist with language specific translation when required

Managerial Support:

• Management reporting on productivity
• Assist with any additional reporting, report input or report generation (as required)
• Attend and prepare for all individual and team engagements as scheduled by the manager
• Assist with new team member orientation and training (as required)

QUALIFICATIONS:

Qualification:

• Grade 12 (South Africa) or any similar qualification
• End-user application certification
• Relevant first degree or diploma in any of the following fields HSE, Logistics

Experience:

• Previous support center experience
• Performance reporting
• Salesforce or another CRM tool

Technical Skills:

• Excellent relevant international language proficiency
• Customer Relationship
• Management
• CW system user skills
• End-user applications
• Report writing skills
• Sales skills
• Call center skills (telephonic and chat)
• Contractor management
• Presentation skills
• Document verification skills
• Accreditation skills
• Contractor or client onboarding skills

Knowledge:

• Health and Safety (basic understanding)
• Contractor management (basic understanding)
• Inhouse platform, products and services knowledge
• Operational compliance standards e.g. ISO 9001, ISO 27001, ISO 45001
• Customer jurisdiction compliance requirements
• Target industry knowledge

Competencies:

• Analytical skills
• Communication skills
• Influencing skills
• Business Acumen
• Sales skills
• Conflict management

Attributes:

• Approachable
• Responsive
• Diligent
• Detail oriented