Customer Services Consultant - JHB at Sage

Key Responsibilities

• Manage your logged in, unavailability and time measurements within specified benchmarks to maintain/optimise 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. Skills, know-how and experience:

Essential:

• Product certification on Sage Business Cloud Accounting.
• Solid understanding of support platforms and customer experience
• Exceptional writing and technical skills
• Ability to adhere to a structured work schedule and efficiently self-manage work time
• Ability to identify, investigate and resolve technical queries
• Requires strong problem solving and troubleshooting skills, including the ability to actively listen, ask meaningful probing questions and the ability to break business processes into simplified steps
• Must be able to learn and apply technical knowledge, work within defined policy and procedures, and use standardized tools and technology to perform job functions
• Able to handle difficult conversations without negatively impacting the customer
• Adhere to escalation protocols within Customer Support.
• Manage uncertainty effectively and work without supervision.

Technical Competencies:

• Industry experience would be an advantage
• Written and verbal communication skills
• Customer interaction Technical / professional

Behavioural Competencies:

• Action oriented
• Being resilient
• Communicates effectively
• Customer centric
• Demonstrates self-awareness
• Ensures accountability
• Instils trust
• Resourcefulness
• Situational adaptability
• Values differences
• Growth mindset
• Innovation

Qualifications and Experience:

• BCom Degree or equivalent NQF6 qualification preferred
• Matric is mandatory
• Certification in the relevant SBCA
• Ability to identify and adapt to the customers style of communication
• 1-2 years Call Centre Experience