Job Description We are looking for customer-focused and results-orientated individuals, with sound problem-solving and interpersonal skills, to deliver exceptional service to customers across multiple channels.
Key Responsibilities The focus of the role (not limited to) general customer service queries and technical support relating to the software installation, which will entail the following support: General customer service queries and technical support relating to the software.
Accessing business information relating to the account Updating business contacts and other account information Advising customers regarding the different services Services not specifically mentioned above up to and inclusive of complex queries Advice on business accounting, including HMRC regulations and compliance Understanding customers queries and how it impacts their business, ensuring customers are compliant with all legislation Resolve complex accounting queries such as VAT, & other legislation queries Resolving and reconciling account details such as customer, supplier and bank transactions.
Ensuring customers data is always correct Correcting incorrect postings on accounts ensuring balances are correct Query Handling (Inbound) Responding to a defined range of customer queries or inquiries, to deliver appropriate, accepted resolutions for customers Liaising with internal/external parties to resolve customer queries Escalate any queries or complaints to the appropriate channels to ensure they are handled and resolved in a timely manner Provide accurate information to customers Requirements Previous Technical Helpdesk experience Experience working with Accounting or Payroll Software Basic accounting experience is advantageous A minimum of 12 months customer service experience in a B2B environment A Matric Certificate or equivalent tertiary qualification Attention to detail Proficiency in English is an essential requirement