German Customer Support Representative (Call Centre Agent)

Recruiter:

People Dimension

Job Ref:

3381751483

Date posted:

Wednesday, July 13, 2022

Location:

Pretoria, South Africa

JOB SUMMARY:
-

JOB DESCRIPTION:

Duties & Responsibilities

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 company's system
Provide basic administrative guidance and or referral to safety file administration partners

Telesales (Out-bound)

Conduct and or participate in telephonic canvassing on generic or new products and features to existing clients and new prospects

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)

Desired Experience & Qualification

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)
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

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German Customer Support Representative (Call Centre Agent)

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