Registrations Consultant at Sage

Job Description    

• A Client Services consultant’s primary responsibility is to deliver excellent customer service, capture and maintain accurate information on the Sage Pastel customer database, to provide accurate & complete information to our customers as it is a highly pressurised environment. The Client Services department will provide registration codes telephonically,chat & via email correspondence for the various Pastel packages.

Key Responsibilities    

• Ensure you meet your Key Performance Areas and Benchmarks with regards to your daily performance and quality of service provided to our client base
• 9 Hours LID per day (Including comfort and lunch)
• 7min AHT to be achieved daily
• 28 ACD Average daily
• 1hr30 aux to be achieved by each agent (this excludes 1hr lunch time)
• 90% FCR ( In line with FCR PP document)
• >80% to be achieved on AfterCall Surveys feedback
• <2min hold times
• >80% Service level to be achieved off peak times & 60% during peak times
• Registration knowledge and rules are required & are to be maintained to assist with the following Sage Pastel Products:
• Pastel Xpress Start Up
• Pastel Xpress
• Pastel Partner / Partner Advantage /Flex
• SDK
• Pastel My Business & Invoicing
• Pastel Legal Write
• Resolving clients’ queries telephonically and via email/chat with the following criteria:
• Inbound calls answered within 30 seconds
• Messages returned within 1 hour during off peak times and 2 hours during peak call volumes (Year End & Product Releases)
• Emails to be replied to within 24hrs.
• All inbound incidents received through Netadmin/Evolution are to be completed by the close of business except in unavoidable situations
• 5% or less on Abandoned Calls during off peak times and 10% during peak times
• Ensure that necessary troubleshooting has been done to achieve first call resolution on all calls
• Ensure professional customer service is provided on each call as per QA policies and procedures
• All policies and procedure need to be adhered to within the Support department and that of Sage Pastel

Administration

• Capturing accurate and clear information of all interactions and troubleshooting with clients on Netadmin\CRM of which are saved on the clients account. Should Netadmin not be available, In a case where both systems are unavailable interaction should be logged on Microsoft Word and updated once systems are up and running
• Ensure that all incidents are actioned and resolved timeously, with no escalations
• Submitting documentation as and when required relating to the product or within the KPA structure
• Completing of all tasks in your deadline schedule i.e. Bonus Calls, any adhoc projects assigned
• Maintaining the customer database by updating and capturing customer details with reference to the Client Services department rules
• All policies and procedures need to be adhered to within the Support department and that of Sage Pastel
• Training, Assessments, Coaching & Meetings
• Attending required Training and Coaching sessions
• Achieving at least 85% for coaching sessions as per relevant policies and procedures

Ensure you attend all mandatory meetings

All policies and procedures need to be adhered to within the Support department and that of Sage Pastel