Customer Service Representative

This is a fully remote position, open to applicants in Netherlands.

📋 Description

• Diagnose, troubleshoot, and resolve inquiries from tax professionals over the phone, ensuring swift and precise solutions.

• Conduct interviews with end users to gather information about their issues and guide them through diagnostic and troubleshooting procedures to achieve resolution.

• Offer thorough support by identifying, researching, isolating, and resolving the majority of user-related problems.

• For complex issues, collaborate with designated staff to provide suitable advanced support and resolution.

• Accurately document and track all customer interactions and resolutions to facilitate continuous improvement and timely follow-up on any unresolved issues.

• Enhance positive relationships and customer experiences by delivering exceptional, empathetic service in every interaction.

• Follow established best practices, procedures, scripts, and guidance provided by management.

• Maintain consistent and reliable attendance, adhering to your schedule for all shifts.

⛳️ Requirements

• A minimum of 3 years of prior experience with Drake Software.

• Navigational awareness and critical thinking skills.

• Basic computer and keyboarding skills are necessary.

• Strong customer service skills are essential.

• Ability to establish rapport and express empathy with customers through friendly, courteous, and helpful interactions.

• Excellent verbal and written communication skills are required (including good grammar, active listening, and clear voice and diction).

• Strong reading comprehension and critical thinking skills are necessary.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible work hours

• Paid time off

• Remote work options