Customer Service Representative

Accountancy Customer Support Consultant

Location:
Wokingham

9 month FTC

Do you want to use your tax and accounting knowledge as well as your customer service skills? If so then this could be the perfect role for you

My client who is a fast-growing fintech software company based in Wokingham is looking for an Accountancy Customer Support Consultant to join their team. They are looking for candidates who have experience of working in accounting based roles who are looking for a customer service based role. You will have a passion to use knowledge and experience of tax and financial reporting to deliver knowledge based solutions helping customers and will be great at building a rapport with customers.

Daily Duties:

• Provide a high level of excellent 2nd line telephone and email support to our Accountancy Customers
• Manage daily workflow for a number of the customer support executives who provide 1st line support (both telephone and email) to our customers in your team
• Act as a Subject Matter Expert for our customer support executives broadening their accounts knowledge and customer service skills
• Work closely with our Compliance Specialists to assess training needs and assist in providing training for the team
• Ensure you and your team have a sound knowledge of all products
• Update and maintain the companies support materials (FAQs user guides and knowledge base articles)
• Write and maintain training materials for internal and customer use
• Become the recognised handler for Our Accounts Production products in the accounting suite
• Raise enhancements requests/defects to be reviewed, including testing/verifying defects reported
• Test of pre-release products
• Provide training material for video based training content.
• Provide stats for the head of customer care in relation to the department SLA s

Experience:

• A university degree with includes Accountancy

• 6 Months Customer Service Experience

• A passion for software (the successful candidate will be supporting our software and answering queries etc for our customers as opposed to answering complex legislation queries

• UK Tax knowledge what s included in a self-assessment, tax bands, structure of tax calculations

• Knowledge of financial statements and what is included

• Knowledge of balance sheet, double entry, general accounts preparation

• Communication skills verbal and written (telephone/email)

Person Requirements:

• A confident, calm and concise telephone manner
• An excellent command of written communication
• A customer centric approach to everything you do
• An analytical and organised approach to problem solving
• An ability to coach and pass on learning to others
• An ability to interact positively with customers at all levels
• Impetus to take initiative and want to strive to innovate
• The ability to influence others to accept your ideas, plans or courses of action