Intern: Customer Support at Sage

Job Description    

• This internship focuses on delivering exceptional support to Sage customers. You will provide efficient, professional service that instils confidence in Sage’s products and services. Over the 12-month programme, you’ll develop an in-depth understanding of Sage’s product portfolio (including accountant-specific software) and help customers get the most out of their current Sage products. By understanding each customer’s business needs, you will identify opportunities to recommend additional Sage products or services that could save them time or money.
• You will understand customer needs and be able to deliver a tailored service which exceeds their expectations. Customers will see you as an expert and have the utmost confidence in your resolution.

Key Responsibilities    

• Take ownership of customer calls: Deliver clear, step-by-step solutions to resolve customer queries on the first contact.
• Understand the customers’ businesses: Learn about each customer’s business in depth. Use this insight to recommend alternative or additional Sage products/services that could save the customer time or money, generating leads for the sales team.
• Collaborate with your team: Participate in daily team huddles to discuss performance, share key messages, address challenges, and agree on actions.
• Maintain high service standards: Ensure that excellent customer service and quality call standards are always upheld.
• Put customers first: Use effective questioning techniques to gather information and truly understand each customer’s needs.
• Keep learning and support others: Continuously develop your own knowledge and support your colleagues’ development by leveraging Sage Learning resources, team managers, and coaches.
• Be innovative: Embrace Sage’s technology-led culture by engaging with our latest tools and initiatives.
• Grow your Sage product knowledge: Build and demonstrate a comprehensive understanding of a wide range of Sage products and services (which is vast, so knowledge is developed over time).

What will make me successful?

• A grade 12 matric certificate
• A degree or a national diploma qualification in Accounting or Business Management
• You must have basic computer skills – Microsoft office
• A Clear Criminal record
• Must be unemployed
• Must have excellent telephonic etiquette
• Good understating of customers in the Accounting, Payroll & HR environment
• Must demonstrate good interpersonal skills and work with internal and external customers
• A proactive and motivated attitude with a strong desire to learn and grow.
• Excellent communication (both verbal & written)
• Ability to work both independently and collaboratively to support the Customer Operations team.