Job Description

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 Service Representative to join our frontline support staff.

Role overview

You will be the first point of contact for our clients, handling inbound calls, emails and live chats through Freshdesk. Your day will involve triaging queries, booking calls or transferring clients to the right team, and--over time--resolving common questions yourself as your knowledge grows.

Key responsibilities

Client communication:

handle a high volume of inbound phone, email and live-chat enquiries during UK business hours

Triage and transfer:

assess each query, resolve it where possible or book an appointment / transfer to the relevant team

Call booking:

schedule client appointments using our internal systems

Knowledge development:

learn answers to FAQs and basic UK accounting concepts so you can handle more queries independently

Freshdesk and CRM management:

record every interaction accurately in Freshdesk and keep client records up to date

Professionalism:

deliver clear, helpful and courteous service in every 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 with Freshdesk (or a similar help-desk platform) Clear telephone manner and strong active-listening skills Warm, solutions-oriented customer-first attitude Organised and detail-oriented, able to track multiple conversations and keep records accurate 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 FAQs, systems and accounting basics Clear career-development path toward 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: R290000,00 per year

Work Location: Remote