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Date Added: Tue 12/07/2022

SPANISH SPEAKING CLIENT SERVICES (To Work From Home)

Pretoria, South Africa
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Job Type: Permanent

Salary: 13000.0000 - 18000.0000 / monthly

Customer Support Representative: International Position - Remote Role - Spanish and English speaking role

JOB DESCRIPTION:

Job Title: Spanish Speaking Customer Support Representative: International

Pretoria, South Africa

POSITION OVERVIEW:

The Customer Representative position includes Client Relationship Management, Contractor on-boarding, User support, Contractor retention optimization, Tele-sales, Document verifications, Records management and any other relevant task allocated by the line manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Key Performance Area Duties:

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 inhouse 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:

  • 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)

QUALIFICATIONS:

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 onboarding skills

Knowledge:

  • Health and Safety (basic understanding)
  • Contractor management (basic understanding)
  • Inhouse 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 sk
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