Description

Key Responsibilities

• Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.
• Attend to bookkeeping related client tickets and answer telephone calls.
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Gather customer’s information and determine the issue by evaluating and analysing the symptoms.
• Attending to ad hoc software issues and problems i.e. financial catch ups, financial clean ups, general accounts and case management queries.
• Research required information using available resources.
• Identify and escalate priority issues as per client specifications, following standard procedures.
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.
• Follow up and make scheduled call-backs to customers where necessary. Stay current with system information, changes and updates.
• Maintain good relationships with clients.
• Update time and notes on internal CRM system(Zendesk).

Skills, Knowledge & Expertise

• Experience in a customer service/call centre role.
• Experience in accounting support environment with basic bookkeeping knowledge would be beneficial
• Ability to effectively communicate verbally and in writing.
• Knowledge of customer service principles and practices.
• Proper phone etiquette and effective listening skills.
• Must be organised and have multitasking capabilities.
• Proficiency in Microsoft Office, specifically Outlook, Word and Excel.
• Good understanding of computer operating system (i.e Windows/Mac/Linux) and SQL
• Willingness to cooperate with others and work to the greater good.
• Great attention to detail.
• Must be eligible to work in South Africa or hold valid work permit.
• Must be comfortable working to accommodate UK hours.

• Legal trust accounting experience advantageous.
• Financial tertiary qualifications.
• Legal experience advantageous.
• Valid driver’s license and own reliable transport advantageous.
• Batch scripting and Powershell would be advantageous

Job Benefits

• 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

About Dye & Durham