We are seeking a proactive Customer Support Executive to provide exceptional service to clients via phone, email, and live chat. The ideal candidate will have a strong understanding of accounting principles and experience with accounting software. This role is crucial for resolving client issues, maintaining strong relationships, and ensuring a high level of customer satisfaction.
Key Responsibilities
- Customer Assistance & Issue Resolution:
- Provide support on accounting software, financial statements, and billing.
- Troubleshoot and resolve issues promptly, escalating complex cases when necessary.
- Follow up with clients to ensure complete resolution and satisfaction.
- Product Knowledge:
- Maintain a thorough understanding of the company's accounting products and services.
- Stay updated on new features and regulations to effectively educate clients.
- Customer Relationship Management:
- Build and maintain strong client relationships by providing exceptional service.
- Keep accurate records of all interactions in the CRM system.
- Gather and provide feedback for product improvements.
- Training and Support:
- Conduct training sessions for clients on how to use accounting software.
- Create and update user manuals, FAQs, and support documentation.
- Team Collaboration:
- Work closely with the accounting, sales, and technical support teams to ensure cohesive service.
- Participate in team meetings to contribute to process improvement.
Qualifications & Skills
- Education: Bachelor's degree in Accounting, Finance, Business Administration, or a related field.
- Experience:
- 2-3 years of experience in customer support, preferably in the accounting or financial services industry.
- Must have experience with accounting software such as QuickBooks, Xero, Capium, or Sage.
- Skills:
- Strong understanding of accounting principles and financial statements.
- Excellent communication and interpersonal skills.
- Proficiency in using customer support software and CRM systems.
- Strong problem-solving skills and the ability to work under pressure.
- Excellent attention to detail and accuracy.
Personal Attributes
- Professionalism: Demonstrates a high level of professionalism and ethical standards.
- Client-Focused: Committed to providing excellent service and building strong client relationships.
- Patience: Remains patient and calm when addressing client issues.
- Proactive: Takes initiative to identify and address potential issues.
- Team Player: Works well in a team environment and collaborates effectively with colleagues.
