Customer Support Representative for Veriforce | Remote SA – Nightshift

Veriforce, LLC is a recognized leader in delivering supply chain risk management and compliance solutions that help bring workers home safely each day. The company is the result of the combination of PEC Safety and Veriforce in the US (May 2019) and ComplyWorks in Canada (August 2020). Now united as Veriforce LLC, the company dominates the North American oil and gas sector and has a growing footprint in Telecom, Facilities Management, Industrial Manufacturing, Ports and Airports, and Renewable Energy. The company’s SaaS-based contractor management and compliance software solutions, along with its standardized safety training programs and library of over 400 training courses empower 800 leading companies in 120 countries with over 50,000 contract services firms deploying millions of workers to mitigate risk and optimize performance. The company has 320 employees across four global offices and is headquartered in The Woodlands, Texas.

Veriforce blends leading edge software and deep domain experience to drive operational efficiency and effectiveness. It is this combination of technology and expertise that ensures their clients maintain compliance, perform well, and stay safe in the field.

Veriforce’s mission is to help bring workers home safe from high-hazard jobs. Veriforce accomplishes this through comprehensive, integrated, and market leading solutions that combine innovative technology, industry know-how, best in class training, and the largest industry network to create unparalleled value and support.

We are seeking a Customer Support Representative out of our Pretoria Office for our night shift 12:00am – 8:30am SAST Monday to Friday. Reporting to the Team Lead, Customer Support. Customer Support Representatives are responsible for handling inbound customer communications via phone, email, and live chat and are required to serve customers by providing product and service information, as well as resolve product and service issues in an efficient, professional, and positive manner.

Job Functions

• Resolving product or service problems by clarifying the customer’s complaint, determining the cause of
  the problem, selecting and explaining the best solution to solve the problem, assisting and/or
  completing correction or adjustment, and following up to ensure resolution
• Recording of timely, accurate, concise and clear notes for all support queries and subscriber account
  activities
• Data entry pertaining to the ongoing maintenance of customer subscriptions, within given guidelines
• Customer support in relation to incoming emails
• Provide assistance to the Client Management team when necessary
• Recommend products or services by collecting customer information and analyzing customer needs
• Attract potential customers by answering questions and suggesting information about products and
  services
• Recognize opportunities for product and solution promotion
• General troubleshooting, as well as observation and communication of errors within the ComplyWorks
  system
• Verifying subscriptions as per ComplyWorks and client guidelines with a high level of accuracy

Required Skills

• 2-5 years of customer service experience, preference for call centre experience using live chat software
• A post-secondary degree or certification preferred
• Fluent in written and spoken English
• Experience in sales and product promotion, including calling customers to promote or sell
• Strong customer service skills including positive attitude, consistency, customer-first mindset,
  professionalism, and efficiency
• Ability to apply product knowledge when recommending services
• High attention to detail with a focus on quality
• Proficient at problem solving and comfortable with resolving conflicts
• Capacity to multi-task
• High-level of confidence with computers
• Must be very comfortable with Microsoft office
• Proficient at working in and adding to a team environment