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  • Posted: Oct 22, 2020
    Deadline: Not specified
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    At Sage, we energise the success of businesses and communities around the world through the imagination of our people and smart technology. Sage provides small and medium sized organisations with a range of easy-to-use, online and cloud business management software and services - from accounting and payroll, to enterprise resource planning, customer relation...
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    Contact Centre Agent

    Job Description

    The purpose of the role is to provide telephone support to our Sage Business Cloud Accounting customers. Help our customers define the context of the issue, then narrow down the cause by continuously analyzing the information available, and to find and analyze solutions (options). Making decisions on how the query should be resolved with minimal constraints and minimal impact to the live customer processing environment.

    Key Responsibilities 1.Ensuring that you have a good understanding of clients’ requirements.

    • Apply yourself to investigate queries by narrowing down the cause of the issue.
    • Apply yourself to learn new technologies quickly and retain information on different client network infrastructures, software solutions, and constantly evolving products.
    • Consider the benefits and impacts of the solutions you provide prior to the implementation of the solution.
    • Prepare a response that’s articulate how fixes should be applied sequentially and methodically.
    • Accurately log events of each customer query on our internal CRM.
    • Obtain confirmation from the client’s on whether their needs or query(s) has been resolved.
    • Convert issues and query trends into knowledge articles.
    • Manage your logged-in, unavailability and time measurements within specified benchmarks to maintain/optimize team capacity.
    • Encourage our customers to complete your after-call survey.
    • Grow your product knowledge.
    • Grow your customer service engagement with our customers.
    • Follow internal policies.
    • Be the point of contact for our customers.

    Method of Application

    Interested and qualified? Go to Sage on sagehr.secure.force.com to apply

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