Customer Support Representative - Turkish & English- 1 Year Contract

Veriforce LLC; Gauteng; Hybrid; ZAR 200 000 - 300 000; Full time

Job summary

A leading SaaS technology company is seeking a Customer Support Representative based in Gauteng, South Africa, to manage communications with contractors and clients. This remote role involves onboarding new clients and retaining existing subscriptions. Suitable candidates must hold at least a Grade 12 diploma, have proficiency in multiple languages, and possess strong customer support experience. Responsibilities include managing customer issues across various platforms and maintaining accurate records. The position allows for flexibility, but some in-office meetings may be necessary.

Qualifications

• Minimum of 2 years of customer support experience.
• 1 year of remote or work-from-home experience required.
• Proficient in both spoken and written communication.

Responsibilities

• Handle customer communications through phone, email, chat, and meetings.
• Provide onboarding and retention support for contractors.
• Assist with invoice reconciliation and data capturing.

Skills

Proficient in multiple languages

Excellent communication skills

Call center skills

Customer Relationship Management

Education

Grade 12 or Matric or similar qualification

End-user application certification

Degree or diploma in HSE or Logistics

Tools

Salesforce or another CRM tool

Job description

Remote, Gauteng, South Africa

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.

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
• Contractor renewal and sales
• General support

Essential Duties and Responsibilities

Outbound

• Provide user support on assigned contractors
• Ensuring the renewal and retention of existing subscriptions
• 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
• Conduct and or participate in telephonic canvassing on generic or new products and features to existing clients and new prospects
• Identify and elevate opportunities where contractors may require employer or additional solutions.

Qualifications

Language Requirement

• 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
• Salesforce or another CRM tool
• Performance reporting

Technical Skills

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

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
• Analytical skills
• Business Acumen