Customer Support Representative, German

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🕒 May 15

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Alcumus

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 Private Equity Round on 2022-05

Consulting • Healthcare • Logistics

Alcumus is a technology-driven company specializing in compliance and risk management solutions. They provide software and services that help organizations maintain health and safety standards, manage risk, and stay compliant with regulations. With a focus on improving operational efficiency and workforce safety, Alcumus serves businesses across various sectors, providing them with the tools needed to thrive in a regulatory environment.

📋 Description

• 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