German-speaking Customer Support Representative, Johannesburg

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

· User needs identification

· Product and solution functionality specification identification

· Product and solution demonstrations and upselling e.g. Elevating contractor subscriptions, converting subscriptions to basic employer license, conducting functionality

demonstrations.

Contractor Portfolio Management

· Conducting contractor on-boarding and subscriptions

· Provide user support on assigned contractors

· Conduct subscription renewal liaison

· Manage contractor status

Provide user support (In-bound)

· Provide user support for in-bound queries and questions on the Company system

· Provide basic administrative guidance and or referral to safety file administration partners

Telesales (Out-bound)

· Conduct and or participate in telephonic canvassing on generic or new products and features to existing clients and new prospects

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

Managerial Support

· Management reporting on productivity

· 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)

Requirements

Qualification

· Grade 12 (South Africa) or any similar qualification

· End-user application certification

· 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

· 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

Knowledge

· Health and Safety (basic understanding)

· Contractor management (basic understanding)

· Company 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

· Approachable

· Responsive

· Diligent

· Detail oriented

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