Customer Service Advisor

1 day ago

Cape Town, South Africa Taxsense Accountants Limited Full time

About Helpbox

Helpbox is a dynamic, fast-growing accountancy firm dedicated to helping small businesses across the UK manage their finances with confidence. We are expanding our remote team and need a proactive, reliable and articulate Customer Onboarding & Support Representative to join us.

Role Overview

Key Responsibilities

**Client Onboarding**
- Host structured onboarding calls to set expectations and build strong client relationships.
- Collect all necessary information and documentation from clients to ensure services can be delivered smoothly.
- Accurately set up new clients on our internal systems.
- Deliver early value by demonstrating how Helpbox will support their business goals.
- Identify and flag opportunities for upsells or additional services during onboarding interactions.
- Act as a trusted point of contact for new clients during their first phase with Helpbox.

**Frontline Support**
- Triage and transfer queries, resolve them directly where possible, or book appointments with the relevant team.
- Develop knowledge of FAQs and accounting basics so you can resolve more queries independently over time.
- Record all interactions accurately in Freshdesk and maintain up-to-date client records.
- Deliver clear, professional, and solutions-oriented service in every client interaction.

Working Hours
- Monday to Friday, 09:00 - 17:30 UK time
- 30-minute unpaid break each day

What We’re Looking For
- Excellent written and spoken English, confident with UK-based clients
- Previous experience in onboarding, client success, or Freshdesk (or similar help-desk platform)
- Clear telephone manner and strong active-listening skills
- Warm, solutions-oriented, customer-first attitude
- Organised and detail-oriented, able to manage multiple onboarding sessions and client conversations
- Eager to learn the basics of UK accounting and taxation
- Collaborative team player comfortable working remotely across time zones
- (Preferred but not essential) Prior experience in accountancy, finance, or supporting UK clients

What We Offer
- Structured training programme covering onboarding processes, FAQs, systems, and accounting basics
- Clear career-development path toward client success, advanced support, or account management roles
- Full remote flexibility with all necessary hardware and software provided
- Supportive, friendly team culture committed to continuous improvement

**Job Types**: Full-time, Permanent

Pay: R290 000,00 per year

Work Location: Remote

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