Support Consultant (Accounting)Department: Customer Operations
Employment Type: Permanent - Full Time
Location: Cape Town
DescriptionThe purpose of this role is to deliver exceptional customer service by effectively managing and responding to customer enquiries and issues.
By providing accurate information and timely resolutions, you will help build and maintain strong relationships with customers, fostering loyalty and trust in the D&D brand.
You will ensure that any customer needs are met and issues addressed promptly through proactive and positive communication.
Key ResponsibilitiesCustomer service experience, preferably working as a telephony/email-based agent.Experience of problem investigation and solving.Provide support to users in resolving application-related incidents, service requests, and problems in a timely and efficient manner in line with business requirements.Assist clients with any queries and questions on the Quill system via the Zendesk ticketing system, telephone, and live chat.Provide timely communication to clients on the status of their service requests and incidents.Report any incidents to our Incident Management team, providing as much information as possible and keeping clients updated.Provide application support across all business functions.Maintain application support technical documentation.Set up new client databases using Linux command line and create users in both Active Directory and our internal web portal.Query databases and write/adapt current stored procedures using Firebird SQL.Train new members to the team in Quill products and procedures. Skills, Knowledge & ExpertiseMust have matric.2–3 years' experience in an accounting support environment.Relevant financial tertiary qualifications.Legal trust accounting experience advantageous.Ability to effectively communicate verbally and in writing.Proper phone etiquette and effective listening skills.Must be organised and have multitasking capabilities.Must be punctual.Proficiency in Microsoft Office products, specifically Outlook, Word, and Excel.Knowledge of relevant software computer applications and equipment.Good understanding of computer operating systems, internet, and hardware.Knowledge of customer service principles and practices.Willingness to cooperate with others and work to the greater good.Great attention to detail.Legal experience advantageous.Ability to speak additional languages (other than English) advantageous.Experience of using a CRM (such as Zendesk, Fresh Desk, or similar).Working towards KPI's and SLA's. Job BenefitsAt Dye & Durham we strive to be visionaries!
As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities.
We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity.
Do you share our DNA? We ask how tomorrow can be better than today.We are passionate about solving our customer's challenges.Our ideas break boundaries.We value different perspectives and encourage dialogue.We take ownership and celebrate together.
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