Customer Support Representative- English

Veriforce is the fastest-growing SaaS-technology and services company in the global supply chain risk management market. We help industry-leading companies create and maintain operating cultures and work environments that optimize safety, promote sustainability, and foster collaboration across a broad spectrum of internal and external stakeholders. What separates Veriforce from the rest is our people. We hire highly-intelligent, growth-minded individuals that team well and continuously look for new, better ways of solving business challenges.

**POSITION OVERVIEW**

This is a remote operation, however travelling to an office for team or other meetings may be required.

**Job Functions**
- User support
- Subscriber administration
- Subscription renewal and sales
- System error monitoring
- General support

**ESSENTIAL DUTIES AND RESPONSIBILITIES**

Key Performance Area

Duties

Contractor Portfolio Management

(Outbound)
- Conducting contractor on-boarding.
- Provide user support on assigned contractors
- Manage contractor status
- Ensuring the renewal and retention of existing subscriptions

Provide user support

(In-bound)
- Provide user support for in-bound queries and questions on the ComplyWorks 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
- 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**

Qualifications are the traits and skills required to be successful in this specific job

Criteria

Essential

Additional

Language Requirement
- English
- German

Must be proficient in both languages, this includes read, write and speak.
- Any other language capability will be an advantage.

Qualification
- Grade 12 (South Africa) or any similar qualification
- 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
- Report writing skills
- Sales skills
- Call center skills (telephonic and chat)
- Contractor management
- Presentation skills
- Document verification skills
- Accreditation skills
- Contractor or client on-boarding skills

Knowledge
- Health and Safety (basic understanding)
- Contractor management (basic understanding)
- ComplyWorks 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