Key skills
SalesforceCRMCommunication
About this role
Role Overview
- Conduct contractor onboarding and activation
- Provide ongoing user support for assigned contractor portfolios
- Manage contractor status and ensure accurate system records
- Support subscription renewals and contribute to customer retention efforts
- Respond to inbound customer queries related to the ComplyWorks system
- Provide basic administrative guidance or refer customers to safety file administration partners as needed
- Assist with compliance‑related questions and general system navigation
- Complete daily administrative data capturing as required
- Maintain accurate records of all inbound and outbound customer engagements
- Assist with invoice reconciliation in the billing system when required
- Support reporting, report inputs, and report generation as needed
- Attend and prepare for all individual and team meetings as scheduled
- Assist with new team member onboarding and training when required
- Participate in peer quality reviews of customer engagements and documentation
- Contribute to team documentation, including SOPs, manuals, and registers
- Maintain strong, constructive relationships with contractor companies, with a focus on retention and solution adoption
- Report on subscriber engagement, risks, and overall account health
- Participate in outbound or telephonic canvassing related to new or existing products and features
- Identify and escalate opportunities where contractors may benefit from additional employer or value‑added solutions
Requirements
- Fluency in English and German (reading, writing, and speaking)
- Grade 12 / Matric or equivalent qualification
- Minimum 2 years of customer support experience
- At least 2 years of contact center experience (phone and chat support)
- Minimum 1 year of remote / work‑from‑home experience
- Experience using Salesforce or a similar CRM system
- Proficiency with Microsoft 365 (Excel, Outlook, OneDrive, SharePoint)
- Excellent verbal and written communication skills
- Ability to manage multiple customer interactions with professionalism and accuracy
- Experience supporting international customers and multilingual environments