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
