Associate Customer Service Consultant

Responsibilities:

• Answer and log customer enquiries received via phone, email, and other channels, in a timely manner
• Liaise with intermediate/senior customer service consultants to resolve unusual and complex customer requests, following the escalation process as required
• Maintain customer relationships and provide exceptional customer experience regarding the effective use of the Class suite of platforms
• Assist with the development of Knowledge Base articles, help documentation, and other training materials for new and existing features and/or processes
• Be up to date with the features of Class platforms and how they are applied in typical business processes through internal and external training, documentation and other resources
• Raise system issues, enhancement requests, and provide product feedback for review & validation, in line with the escalation process

Experience Required:

• No specific qualifications required but a formal degree\certificate qualification in Accounting or Information Technology very highly regarded
• Ability to work in a fast-paced environment
• Excellent written and oral communication skills
• Ability to listen and ask probing questions to understand customer concerns
• Ability to troubleshoot issues and determine resolutions to complex issues and then communicate those resolutions to clients, team members, other staff members and other stakeholders

Desirable:

• Experience in working in the accounting industry and / or help desk environment
• Familiarity with ATO tax lodgements and ASIC requirements for company registration and ongoing corporate requirements
• Knowledge of Australian Trust and Superannuation legislation and practice