Customer Support Representative (Bilingual: Spanish / 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
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 travelling to an office for team or other meetings to a local / central office may be required.
The job description may be adjusted periodically depending on business context and client requirements.
Job Functions
- Contractor activation & administration
- User support
- Contractor 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 |
|
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 · Spanish Must be proficient in both languages, this includes read, write and speak. |
· Any other language capability will be an advantage. |
|
Qualification |
· Grade 12 or Matric any similar qualification · End-user application certification |
· Relevant first degree or diploma in any of the following fields HSE, Logistics |
|
Experience |
· 2 years Customer Support · 1 year remote / work from home · 2 Contact Centre experience |
· Salesforce or another CRM tool · Performance reporting |
|
Technical Skills |
· MS365 (Excel, Outlook, One Direve, SharePoint, Other) · Excellent relevant international language proficiency · 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 on- boarding skills · Customer Relationship Management |
|
Criteria |
Essential |
Additional |
|
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 · Agile |
|
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