Customer Service Agent
iStaff
Johannesburg, Gauteng, ZA
4d ago
source : Work-Force

People make Sage great. From our colleagues delivering ground-breaking solutions to the customers who use them : people have helped us grow for more than thirty years, and people are driving our future as a great SaaS company.

We’re writing our next chapter. Be part of it! Experience has taught us that when our customers thrive, we thrive. As a team, we always start with what customers need.

Through the good and more challenging times. Innovating at pace so customers can manage their finances, operations and people.

Every one of us shapes our culture at Sage doing what’s right and succeeding together, united by our commitment to each other.

We encourage each other to grow in our roles, in our careers and as individuals. Follow us on our social media sites below to join in conversations about career tips, open positions and company news! #lifeatsage #sagecareers.

If you would like support with your application (or require any adjustments) please contact us at careers sage.com for assistance.

All qualified applicants will be thoughtfully considered and never discriminated against based on their race, color, age, religion, sexual orientation, gender identity, national origin, disability or veteran status.

Job Description : To engage with our customers. To (first) analyse and interpret the context of their query(s) and (second) provide direction on how their query will be resolved.

Investigating each application or environment query for validation of an issue, a problem, or needing clarification, or to escalate for a data investigation.

Helping our customers define the context of the issue, then narrow down the cause by continuously analysing the information available, and to find and analyse solutions (options).

Making decisions on how the query should be resolved with minimal impact to the live customer processing environment. To further engage and support the C4L retention team, in strategic objectives.

Key Responsibilities : 1.Ensuring that you have a good understanding of clients’ requirements 2.Consider the benefits and impacts of the solutions you provide prior to the implementation of the solution.

3.Accurately log events of each customer query on our internal CRM. 4.Obtain confirmation from the client’s on whether their needs or query that has been resolved.

5.Manage your logged in, on hold, unavailability and call time measurements within specified benchmarks to maintain / optimise team capacity.

6.Encourage our customers to complete your after-call survey. 7.Convert issue and query trends into knowledge articles. 8.

Grow your product knowledge. 9.Grow your customer service engagement with our customers. 10.Follow internal policies and deliver customer service according to Sage core values.

11.Be the first point of contact for our customers.

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