Deskripsi Pekerjaan
Are you ready to take your customer service career to the next level with a leading global workforce solutions provider? Quess is looking for highly motivated Customer Service Specialists to support a premier US-based Tax Software account. This is an excellent opportunity for professionals who enjoy problem-solving and want to gain specialized experience in the financial technology sector.
In this role, you will serve as a vital link between taxpayers and their software solutions, ensuring that users can navigate complex tax filings with ease. Whether it is troubleshooting technical glitches or explaining software features, your expertise will directly impact customer success during the busy US tax season. We offer a competitive compensation package of up to PHP 28,000, comprehensive benefits, and a fast-tracked virtual hiring process to get you started quickly.
Located in the heart of Bonifacio Global City (BGC), you will be part of a vibrant team that values innovation and excellence. We provide extensive training to ensure you are well-versed in US tax regulations and software functionality. If you are tech-savvy, have a high level of empathy, and possess top-tier communication skills, Quess is the place for you to grow professionally while supporting a world-class product.
Tanggung Jawab
- Provide expert-level support to US-based customers via phone, email, and live chat regarding tax software functionality.
- Troubleshoot and resolve technical issues related to software installation, data entry, and electronic filing.
- Explain complex US tax forms and software calculations in a simplified and professional manner.
- Maintain a high level of customer satisfaction (CSAT) by providing accurate and timely resolutions.
- Document all customer interactions, issues, and resolutions accurately within the CRM database.
- Stay updated on the latest US tax law changes and software updates through continuous training.
- Identify and escalate critical software bugs or recurring user experience issues to the technical team.
Kualifikasi
- At least 6 months to 1 year of experience in an international BPO environment (Voice experience is highly preferred).
- Excellent verbal and written English communication skills with a focus on professional etiquette.
- Strong analytical skills and the ability to guide users through technical step-by-step processes.
- Completed at least 2 years of college education; Bachelor's degree in Finance, Accounting, or IT is an advantage.
- Proficiency in using multiple computer applications and navigating complex software interfaces.
- Willingness to work in a shifting schedule, including night shifts to align with US business hours.
- Demonstrated ability to handle high-pressure situations, especially during peak tax season.