Customer Support Representative- English & German

Department: Customer Experience

Employment Type: Permanent

Location: South Africa

At Veriforce, we help companies in high risk industries keep their people, worksites, and supply chains safe and compliant. As a global leader in contractor and supply chain risk management, our SaaS platform simplifies contractor onboarding, credentialing, and compliance while providing powerful analytics and insights. Beyond software, we offer expert support, training, and consulting so our clients can operate with confidence. Together, we're making workplaces safer every day.

A Customer Support Representative, you will be responsible for delivering high quality support to contractors and customers throughout their lifecycle-from onboarding and activation to renewals, compliance support, and ongoing assistance. You will handle both inbound and outbound communications and provide support via phone, email, live chat, and virtual meetings.

This role requires a customer first mindset, strong communication skills, and the ability to resolve product and service related inquiries efficiently, professionally, and positively. While this is a remote position, occasional travel to a local or central office for team meetings or training may be required.

Contractor Onboarding & Portfolio Management

• 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

Customer Support & Compliance Assistance

• Respond to inbound customer queries related to the ComplyWorks system
• Provide basic administrative guidance or refer customers to safety file administration partners as required
• Assist with compliance related questions and general system navigation

Administration & Reporting

• 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

Collaboration & Continuous Improvement

• 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

Customer Engagement & Growth Support

• 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 escalation opportunities where contractors may benefit from additional employer or value added solutions

Required

• 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