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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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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
Key Responsibilities 1.Ensuring that you have a good understanding of clients’ requirements
Consider the benefits and impacts of the solutions you provide prior to implementation of the solution.
Accurately log events of each customer query on our internal CRM.
Obtain confirmation from the client’s on whether their needs or query that has been resolved.
Manage your logged in, on hold, unavailability and call time measurements within specified benchmarks to maintain/optimise team capacity.
Encourage our customers to complete your after call survey.
Convert issue and query trends into knowledge articles.
Grow your product knowledge.
Grow your customer service engagement with our customers.
Follow internal policies and deliver customer service according to Sage core values.