Alcumus

Customer Support Representative, English & German

Alcumus

full-time

Posted on:

Location Type: Remote

Location: South Africa

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About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportcontact center experienceremote workinvoice reconciliationdata capturingreport generationcompliance supportmultilingual support
Soft Skills
communication skillsprofessionalismrelationship managementteam collaborationproblem-solvingorganizational skills
Certifications
Grade 12Matric