Chat Reviewer

PACIFIC GROUP OF COMPANIES

Job Description
Tax Chat Expert
US Operations (Hyderabad) US Taxation | Live Chat / Expert Assist Process

Desired Skills
Minimum 4-5 years of hands-on experience in preparing, reviewing, or supporting U.S. individual income tax returns, including Forms 1040, 1040-NR, and 1040-SR, with the ability to leverage this expertise to effectively assist customers in a live, real-time chat support environment.
Ability to communicate technical tax concepts in plain, jargon-free language that keeps customers informed without overselling or overpromising.
Comfortable working to defined handle-time targets while maintaining accuracy and compliance.

Job Description
Handle live customer chat interactions by providing timely, accurate, and professional assistance, while independently resolving customer inquiries and delivering a seamless customer experience.
Strive to achieve first-contact resolution through a single chat interaction whenever possible, ensuring customer inquiries are resolved within established turnaround time and service level expectations.
Provide customers with accurate guidance and recommended next steps while ensuring full adherence to applicable tax laws, regulations, and compliance requirements.
Actively monitor the chat quality of preparers and junior team members, ensuring accuracy, compliance, and adherence to established quality standards.

Qualification
Bachelor's degree in Accounting, Finance, or a related field (M.B.A in Accounting and Finance preferred).

Language Proficiency
Strong written and verbal English communication skills, including the ability to communicate clearly, concisely, and effectively through chat-based interactions. Candidates should also demonstrate English language proficiency at a B2+ level or higher.

Behavioural Competencies (ASK Framework)
Flexible to work U.S. shifts, primarily EST hours.
Strong customer-service orientation with a compliance-first mindset