Customer Support Consultant

2 weeks ago

Cape Town, Western Cape, South Africa Dye & Durham Corporation Full time

WHO ARE WE?


Are you looking to build an exciting and dynamic career at a company with prestigious blue-chip clients and international reach? Dye & Durham, a leading global provider of cloud-based software and technology solutions, is focused on an unwavering commitment to customer excellence and to the personal and professional growth of its employees.


Dye & Durham provides critical information services and workflows used by clients all over the world to manage their process, information and regulatory requirements.

The company offers rewarding opportunities for those with legal, tech, financial services and sales expertise.

With clients that include major law firms, financial service institutions and government organizations in Canada, the United Kingdom, Ireland, South Africa and Australia, a fulfilling career awaits you at Dye & Durham.


As a leading South African developer of legal software solutions for the South African and international markets, we are looking for a Support Consultant to join our multinational team.

If you are looking to grow your career and be part of a dynamic and result-driven team who are passionate about what they do, then this could be the perfect role for you.


WHAT WILL YOU DO?

  • Deliver service and support to endusers using and operating automated call distribution phone software, via remote connection or over the Internet.
  • Attend to bookkeeping related client tickets and answer telephone calls.
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
  • Gather customer's information and determine the issue by evaluating and analysing the symptoms.
  • Attending to ad hoc bookkeeping assignments i.e. financial catch ups, financial clean ups, partnership splits, trust reconciliations etc.
  • Research required information using available resources.
  • Identify and escalate priority issues as per client specifications, following standard procedures.
  • Offer alternative solutions where appropriate with the objective of retaining customers' and clients' business.
  • Follow up and make scheduled callbacks to customers where necessary. Stay current with system information, changes and updates.
  • Maintain good relationships with clients according to their Service Level Agreement (SLA).
  • Update time and notes on internal CRM system.

WHAT DO YOU NEED TO BE CONSIDERED?

  • 3+ years of experience in a customer service/call centre role.
  • 23 years' experience in accounting support environment with basic bookkeeping knowledge.
  • Knowledge of VAT regulations, payroll, monthly processing and reconciliations and debtors/creditors.
  • Ability to effectively communicate verbally and in writing.
  • Knowledge of customer service principles and practices.
  • Proper phone etiquette and effective listening skills.
  • Must be organised and have multitasking capabilities.
  • Proficiency in Microsoft Office, specifically Outlook, Word and Excel.
  • Good understanding of computer operating systems, internet and hardware.
  • Willingness to cooperate with others and work to the greater good.
  • Great attention to detail.
  • Must be eligible to work in South Africa or hold valid work permit.
Nice to Have(s)

  • Legal trust accounting experience advantageous.
  • Financial tertiary qualifications.
  • Legal experience advantageous.
  • Valid driver's license and own reliable transport advantageous.

WHY WORK FOR US?


At Dye & Durham we strive to be visionaries As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities.

We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity.


  • All staff participate in our group wide schemes.
  • We offer medical aid through Discovery Health.
  • We have a provident fund with Old Mutual SuperFund.
  • We offer a death and critical illness cover through Hollard.
  • We cater for mothers returning to work with an onsite crèche for newborns up to the age of 1 in the CPT office.
  • The Cape Town office offers facilities within the building:
  • Free gym membership, Prayer room access & Onsite cafeteria.
  • We have a people friendly work environment including:
  • Continental breakfast everyday between 7am
  • 9am.
  • Good quality coffee, cool drinks and treats in the office.
  • Continuous training and development across skill sets.

Do you share our DNA?

  • We ask how tomorrow can be better than today
  • We are passionate about solving our customer's challenges
  • Our ideas break boundaries
  • We value different perspectives and encourage dialogue
  • We take ownership and celebrate together

WHAT NEXT?
Dye & Durham is an equal opportunity employer. We provide opportunities without regard to race, colour, religion, sexual orientations, gender identity,

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