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 servicerelated 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. The job description may be adjusted periodically depending on business context and client requirements.
Key Responsibilities:
User support
Subscriber administration
Subscription renewal and sales
System error monitoring
General support
Essential Duties and Responsibilities:
Contractor Portfolio Management (Outbound)
Conducting contractor onboarding.
Provide user support on assigned contractors
Manage contractor status
Ensuring the renewal and retention of existing subscriptions
Provide user support (Inbound)
Provide user support for inbound 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 inbound and outbound 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 backnotes. (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 and Skills:
Language Requirement
English
Hindi (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
Enduser 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
Enduser applications
Report writing skills
Sales skills
Contractor management
Presentation skills
Document verification skills
Accreditation skills
Contractor or client onboarding skills
Call center skills (telephonic and chat)
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
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