As a Customer Support Representative, you are responsible for handling incoming and outgoing customer communications such as onboarding of new contractors (sales), retention of existing customers (renewals and compliance support), and providing customer support. Support will be provided via phone, email, live chat, and/or meetings. You will be required to assist customers by providing product and service information, as well as resolving product and service-related issues in an efficient, professional, and positive manner.

This is a remote operation, however, traveling to an office for team or other meetings may be required. The job description may be adjusted periodically depending on business context and client requirements.

Key Responsibilities:

• User support
• Subscriber administration
• Subscription renewal and sales
• System error monitoring
• General support

Essential Duties and Responsibilities:

• Contractor Portfolio Management (Outbound):

• Conducting contractor onboarding.
• Provide user support on assigned contractors.
• Manage contractor status.
• Ensuring the renewal and retention of existing subscriptions.

• Provide user support (Inbound):

• Provide user support for inbound queries and questions on the Company 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 inbound and outbound activities.
• Assist with invoice reconciliation on the billing system as required.
• Assist with language-specific translation when required.

• Managerial Support:

• 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).
• Peer quality reviews on user engagement and back-notes (as required).
• Contributing to team documentation (SOPs, Manuals, Registers, etc.) (as required).

• 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:

• Conduct and/or participate in telephonic canvassing on generic or new products and features to existing clients and new prospects.
• Identify and escalate opportunities where contractors may require employer or additional solutions.

Qualifications and Skills:

• Language Requirement:

• English
• Dutch (Must be proficient in both languages, including reading, writing, and speaking)
• Any other language capability will be an advantage.
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• 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.
• Contractor management.
• Presentation skills.
• Document verification skills.
• Accreditation skills.
• Contractor or client onboarding skills.
• Call center skills (telephonic and chat).

• Knowledge:

• Health and Safety (basic understanding).
• Contractor management (basic understanding).
• Company 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:

  Team player.

• Approachable.
• Responsive.
• Diligent.
• Detail-oriented.