Job Description

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

User support Subscriber administration Subscription 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



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



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 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 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) 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