Customer Service Specialist providing support via all channels at TDCX. Identifying customer needs and ensuring satisfaction with a focus on relationship building.
1F
Hybrid Customer Service Executive, Accounting Software Experience Required
Posted last month
About the role
- Customer Service Executive providing support for accounting software clients in a fast-growing UK business. Managing client inquiries and resolving issues while maintaining high satisfaction levels.
Responsibilities
- Serve as the first line of support for client enquiries via phone and email
- Resolve routine and repeatable requests quickly, using internal tools and knowledge bases
- Accurately triage and escalate more complex queries (e.g. tax/accounting-specific) to the appropriate internal team (Accounting, Payroll, Onboarding, etc.)
- Take ownership of customer issues, ensuring they are followed through and resolved in a timely and professional manner
- Log support tickets and interactions clearly and consistently for traceability across teams
- Communicate clearly around deadlines, required client inputs, and next steps
- Manage a high volume of support queries daily in a calm and orderly way
- Collaborate with internal teams to improve service workflows and flag friction points
- Support new clients with initial system access (e.g. QuickBooks logins) and process introductions
Requirements
- Experience with accounting software (QuickBooks, Xero, Freshboks, Dext) gained in the CS department of such companies or in the CS department of medium to big sized chartered accountant practices
- Confident juggling phone calls, emails and live tickets simultaneously
- Calm, empathetic, and efficient communicator, especially when handling frustrated or concerned clients
- Clear understanding of ticket logging, escalation procedures, and client documentation
- Experience logging and triaging issues accurately while on the phone
- Proactive attitude — always looking to preempt follow-ups or reduce friction
Benefits
- Hybrid working model
- Comprehensive benefits package
- Real opportunities for progression as the business scales
- The chance to influence both customer experience and product development
- A culture that values ownership, impact, and continuous learning
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