The Senior Associate – Tax Customer Support will be responsible for delivering exceptional customer service by assisting clients with tax-related queries, providing timely resolutions, and ensuring high levels of customer satisfaction. The role requires direct client interaction, issue resolution, and effective management of customer escalations while maintaining compliance with organizational processes and quality standards.
Job Type : Remote (WFH) - U.S Shift
Key Responsibilities
- Provide prompt and professional support to customers regarding tax-related products and services.
- Handle customer inquiries via phone, email, chat, or ticketing systems.
- Manage direct client communication and build strong customer relationships.
- Investigate and resolve customer issues within defined service levels.
- Handle customer complaints and escalations professionally.
- Coordinate with internal tax, product, and technical teams to resolve complex issues.
- Maintain accurate records of customer interactions and issue resolutions.
- Ensure compliance with company policies, data privacy, and regulatory requirements.
- Identify recurring customer issues and recommend process improvements.
- Meet individual productivity, quality, and customer satisfaction targets.
- Assist in knowledge sharing and mentoring junior associates when required.
Required Skills
- Strong understanding of customer service principles.
- Excellent verbal and written communication skills.
- Experience handling tax-related customer queries.
- Strong problem-solving and analytical skills.
- Ability to manage multiple priorities under pressure.
- Proficiency in CRM or customer support platforms.
- Good documentation and reporting skills.
- Strong interpersonal and stakeholder management skills.
Qualifications
- Bachelor's degree in Commerce, Finance, Accounting, Business Administration, or a related field.
- 2–4 years of experience in tax customer support or tax operations.
- Experience in direct client interaction and escalation handling is mandatory.
Preferred Skills
- Exposure to US tax processes or tax software.
- Experience working in international customer support environments.
- Knowledge of service quality standards and SLA management.
Pay: ₹30,000.00 - ₹50,000.00 per month
Work Location: Remote
