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Dutch Customer Support

3 months ago

Johannesburg, Gauteng, South Africa ABC Worldwide Full time

As a Customer Support Representative, your main task is handling customer communications, from onboarding new contractors to supporting existing customers. You'll provide assistance via phone, email, live chat, and meetings, always aiming for efficient and positive outcomes. This role is remote, but occasional office visits may be necessary for team gatherings.



Key Responsibilities:
  • User support
  • Subscriber administration
  • Subscription renewal and sales
  • System error monitoring
  • General support
Essential Duties and Responsibilities:
  • Contractor Portfolio Management (Outbound):
  • Conduct contractor onboarding
  • Provide user support for designated contractors
  • Manage contractor status
  • Ensure subscription renewals and retention
  • Provide user support (Inbound):
  • Offer assistance for inbound queries regarding the Company system
  • Provide basic administrative guidance and direct to safety file administration partners
  • Compliance verification:
  • Verify documents when necessary
  • System administration:
  • Complete daily administrative data tasks as needed
  • Maintain accurate records of client interactions
  • Assist with invoice reconciliation on the billing system
  • Help with language-specific translation as required
  • Managerial Support:
  • Assist with reporting tasks and preparations
  • Participate in individual and team meetings as scheduled
  • Support new team member orientation and training
  • Conduct quality reviews on user engagement
  • Contribute to team documentation
  • Client Relationship Management and Retention:
  • Maintain positive relationships with contractors focusing on client retention
  • Report on subscriber engagement and risks
  • Portfolio Growth:
  • Engage in canvassing for new products and features with existing and potential clients
  • Identify opportunities for additional solutions for contractors
Qualifications and Skills:
  • Language Requirements:
  • Proficient in English and Dutch (reading, writing, speaking)
  • Knowledge of other languages is a plus
  • Qualifications:
  • Grade 12 (South Africa) or equivalent
  • Certification in end-user applications
  • Degree or diploma in fields like HSE or Logistics
  • Experience:
  • Prior support center experience
  • Knowledge of Salesforce or similar CRM tools
  • Technical Skills:
  • Strong international language proficiency
  • Customer Relationship Management
  • CW system user skills
  • Report writing skills
  • Sales skills
  • Contractor management
  • Effective presentation and verification skills
  • Knowledge:
  • Basic understanding of Health and Safety
  • Understanding of Contractor management
  • Familiarity with company platform, products, and services
  • Knowledge of operational compliance standards like ISO 9001, ISO 27001, ISO 45001
  • Understanding of customer jurisdiction compliance requirements and target industries
  • Competencies:
  • Analytical thinking
  • Strong communication and influencing skills
  • Business Acumen
  • Effective conflict management
  • Attributes:
  • Team player
  • Approachable and responsive
  • Diligent and detail-oriented