Customer Services Intern at Sage

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

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