Customer Support Representative (Bilingual: French / English)

Veriforce LLC; South Africa; Remote; ZAR 200,000 - 300,000; Full time

Job summary

Veriforce LLC is looking for a Customer Support Representative to join their remote team. In this role, you'll handle customer communications, assist in onboarding contractors, and provide support via various channels. Proficiency in French and a relevant qualification in HSE or Logistics are essential. The position emphasizes excellent CRM skills and customer retention strategies.

Qualifications

• Must be proficient in French and English.
• Experience in performance reporting and contractor management.
• Understanding of Health and Safety standards.

Responsibilities

• Manage contractor onboarding and retention.
• Provide customer support for inbound queries.
• Conduct compliance verifications as needed.

Skills

Customer Relationship Management

Sales skills

Call center skills

Analytical skills

Education

Grade 12 (South Africa) or similar qualification

Relevant first degree or diploma in HSE or Logistics

Tools

Salesforce or another CRM tool

Job description

South Africa- Remote

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 may be required.

Job Functions

• Subscriber administration
• Subscription renewal and sales
• General support

ESSENTIAL DUTIES AND RESPONSIBILITIES

Key Performance Area

Duties

(Outbound)

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

(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
• 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

Additional

Language Requirement

• French

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

• Performance reporting
• Salesforce or another CRM tool

Technical Skills

• Excellent relevant international language proficiency
• Customer Relationship Management
• End-user applications
• Report writing skills
• Sales skills
• Call center skills (telephonic and chat)
• Contractor management
• Contractor or client on-boarding skills

Knowledge

• Health and Safety (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
• Analytical skills
• Business Acumen
• Sales skills
• Conflict management

Attributes

• Team player
• Approachable
• Responsive
• Detail oriented

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