Onboarding Agent (Spanish and German Speaking Essential)
Cape Town – Western Cape
ENVIRONMENT:
A Germany-based company focused on innovation for growth is seeking a bilingual Onboarding Agent fluent in Spanish and German. In this role, you’ll guide new clients through the initial use of their review platform, which includes explaining its features, outlining various review collection methods, offering first-level support, and handling client orders. They are looking for a talented communicator who is dedicated to helping clients achieve success.
DUTIES:
Client Onboarding:
- Welcome new clients and provide an overview of the review platform.
- Conduct comprehensive demonstrations of the platform’s features and functionalities.
- Educate clients on best practices for maximizing the benefits of the platform.
Explaining Review Collection Methods:
- Detail the various methods available for collecting reviews, such as email requests, SMS invitations, on-site prompts, and Plugin or API integration.
- Customize the explanation based on the client’s specific needs and industry.
- Provide guidance on selecting the most effective review collection strategies.
First-Level Support:
- Serve as the primary point of contact for clients during the onboarding phase.
- Address and resolve basic technical issues, usage questions, and platform navigation inquiries.
- Escalate complex issues to the appropriate technical support team when necessary.
Order Management:
- Manage and process client orders for services or features within the platform.
- Ensure accurate and timely updates to client accounts and service requests.
- Coordinate with the sales and finance teams to ensure seamless order fulfilment.
Training and Development:
- Develop and deliver training sessions and materials tailored to client needs.
- Provide ongoing education and updates about new features or changes to the platform.
Feedback Collection and Improvement:
- Gather feedback from clients about their onboarding experience and overall satisfaction.
- Identify areas for improvement and work with the team to enhance the onboarding process.
Documentation and Reporting:
- Maintain accurate records of client interactions, support tickets, and orders.
- Prepare regular reports on onboarding progress and client feedback.
REQUIREMENTS:
- Basic technical proficiency and a willingness to learn new systems.
- Spanish and German speaking (Essential)
- Customer-focused with a passion for helping clients achieve their goals.
- Experience in customer service, technical support, or a related field is preferred.
ATTRIBUTES:
- Excellent verbal and written communication skills.
- Strong organizational and multitasking abilities.
- Ability to work collaboratively in a team environment.