Customer Services Agent - Sage Group

Job Description

To enhance each customer's relationship with Sage, accomplished primarily by helping customers with questions or issues regarding Sage’s products or services and their application in the customer’s business operating environment in adherence to the company’s guidelines. Customer relations will also be enhanced by the identification of customer needs that can be addressed by additional Sage products or services.

In addition, analysts will regularly author articles for submission to the knowledge base and engage in team-based Project work while mentoring less experienced staff.

Key Responsibilities

• Provides an Extraordinary Customer Experience by addressing inquiries using a variety of channels (telephone, email, chat, social media, etc.) in a support-center environment adhering to scheduled shifts, procedures, metrics, and departmental goals
• Drive Sales lead revenue generation within your team and have full understanding of cross-sell opportunities.
• Identifies the root cause of the client’s software or system issues and uses system analysis and testing techniques to solve low to moderately complex application or system issues

• Contributes to company knowledge capital by creating and modifying reusable solutions in the knowledge base according to established procedures and policies. Actively promotes the knowledge base to our customers. Maintains article quality standards
• Assists customers in gaining the most value from their Sage products and services
  Identifies additional opportunities for Sage solutions to benefit the customer's business needs
• Documents each customer contact using our contact tracking systems in a clear, concise, and understandable format. Escalate unresolved customer issues with all pertinent information included, to appropriate resources
• Works collaboratively and effectively within a team of peers. Maintains a positive, constructive attitude in the workplace. This includes presenting challenges in a positive light, offering constructive approaches to overcoming difficulties, and treating all individuals with respect
• Prioritizes work balancing importance from the customer perspective and operational efficiency. Follows through on commitments, communicates status of work, identifies and requests assistance with barriers that may interfere with progress. Adjusts workload when priorities and resources change, managing time and resources to ensure the best possible outcome for the customer, employee and organization
• Stays current on technical and business knowledge in all assigned applications, as well as support processes and procedures
• Actively participate in internal projects such as improvements to call flow processes, training development, capturing and maintaining knowledge capital, improving overall support skills, and improving customer service in the department as assigned.

Technical / professional qualifications:

• Matric is a must.
• B. Com degree would be an advantage
• Both university graduates and school leavers can enter the support helpdesk.
• Whether you have a degree or not, you will need to demonstrate an interest in fixing technical problems, either through previous work experience, apprenticeships or activities you have completed in your own time.
• Graduates with an Accounting, Payroll (Incl. legislation) or IT-related, Engineering, Manufacturing & Logistics qualification will be advantageous.
• Computer Knowledge (MS Office: Excel, Word).
• Have excellent communication skills – written and verbal.
• Ability to identify and adapt to the client’s style of communication.