Customer Service Advisor (Tax Support)

About this role

Huntswood, a ResultsCX company, is looking for customer service advisors for its tax support team in Cape Town. You will help customers with tax-related services and the digital tools they use. This is a short-term contract of three months.

What you’ll do

• Answer general customer enquiries and help with account support.
• Solve routine questions and service issues on the spot.
• Help customers who struggle with online tools and digital applications.
• Find the root cause of a customer’s problem and fix it.
• Work across phone, email and chat, giving a good service on each channel.
• Write clear, accurate case notes for every interaction.
• Use the knowledge base and support tools to solve queries on the first contact.

What you need

• Matric or NQF Level 4 equivalent.
• A clear credit record and a clear criminal record.
• Basic computer skills.
• At least six months of call centre experience, or six months of related experience in financial services, customer service, or debit or credit card support.
• Experience working across phone, chat and email (multichannel), or a clear ability to do so.
• Strong written and spoken communication skills.
• Good problem-solving skills, with the ability to troubleshoot and find a sound solution.
• Strong writing skills for case notes.
• Ability to move through several systems at once.
• Advantageous: a basic understanding of the US market. The advert describes this as essential, so treat it as a firm requirement.

Is this job for you?

This job suits people who enjoy helping others and solving problems. You should be comfortable working night shifts and changing shift patterns. If you have some call centre or customer service experience and want a short contract to build on, this could be a good step.

Tips before you apply

• Have your matric certificate or NQF Level 4 proof, and your ID, ready to upload.
• On your CV, list your call centre or customer service months clearly, with dates, so the six-month requirement is easy to see.
• Give a short example of a customer problem you solved and how you wrote it up, to show your communication and case-note skills.