Customer Support Representative, German

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Facilitate the onboarding and activation process for contractors.

• Offer continuous user support for designated contractor portfolios.

• Oversee contractor statuses and ensure the accuracy of system records.

• Assist with subscription renewals and play a role in customer retention initiatives.

• Address incoming customer inquiries related to the ComplyWorks system.

• Provide fundamental administrative assistance or direct customers to safety file administration partners as necessary.

• Aid with compliance-related inquiries and general navigation of the system.

• Complete daily administrative data entry as required.

• Keep precise records of all inbound and outbound customer interactions.

• Help with invoice reconciliation within the billing system as needed.

• Contribute to reporting, inputting data, and generating reports as required.

• Attend and prepare for all scheduled individual and team meetings.

• Assist with onboarding and training for new team members when required.

• Engage in peer quality reviews of customer interactions and documentation.

• Contribute to team documentation, including SOPs, manuals, and registers.

• Foster strong, positive relationships with contractor companies, emphasizing retention and solution adoption.

• Report on subscriber engagement, risks, and overall account health.

• Participate in outbound or telephonic outreach regarding new or existing products and features.

• Identify and escalate opportunities where contractors could benefit from additional employer or value-added solutions.

⛳️ Requirements

• Proficiency in English and German (reading, writing, and speaking).

• Completion of Grade 12 / Matric or an equivalent qualification.

• At least 2 years of experience in customer support.

• Minimum of 2 years of experience in a contact center (phone and chat support).

• At least 1 year of experience working remotely or from home.

• Familiarity with Salesforce or a comparable CRM system.

• Proficient in Microsoft 365 (Excel, Outlook, OneDrive, SharePoint).

• Exceptional verbal and written communication abilities.

• Capacity to manage multiple customer interactions with professionalism and precision.

• Experience in supporting international customers and working in multilingual environments.

🏝️ Benefits

• Comprehensive training and development opportunities.

• Flexible working hours and remote work options.

• Competitive salary and benefits package.

• A dynamic and supportive team environment.