Support Agent - Customer Services at Sage

Job Description    

• Are you a motivated and customer-focused individual ready to make a real impact? We are looking for a passionate Customer Service Intern to join our team at our Johannesburg Offices. In this role, you will have the opportunity to develop key customer service skills, engage with customers, and gain hands-on experience in a dynamic and fast-paced environment.

What will the programme look like?

• As a Customer Service Intern, you will be the first line of contact with prospects, delivering an independent, professional, and informative experience. Your goal is to identify customer needs, match them with the most suitable Sage product, and generate high-quality qualified leads for the Sales team. By ensuring an effective lead qualification process, you will play a key role in helping the business grow and thrive.
• Beyond work experience, we also encourage all our colleagues to give back to their communities, offering five fully paid days per year for volunteering, fundraising, or other charitable activities through our Corporate Social Responsibility initiatives.
• This is a hybrid role – three days per week in our Midrand office.

Key Responsibilities  

 Summary of the Role

• Demonstrating a customer-first approach to identify customer needs and requirements, with a phone-first engagement strategy.
• Monitoring, distributing, and controlling inbound leads from various lead sources.
• Qualifying leads based on best practice processes before handing them over to Sales.
• Allocating and distributing qualified leads across the small and medium segment Sales teams for Sage Africa & Middle East.
• Ensuring impartial and accurate allocation of qualified leads to the relevant Sales Representatives.
• Entering information and maintaining accurate and complete records on Salesforce and local CRM systems.
• Utilising available tools and technology to support the lead qualification process.
• Maintaining and exceeding the required conversion rate of leads to qualified opportunities while ensuring quality.
• Addressing sales consultant queries as required.
• Developing positive internal working relationships within the organisation.

What will make me successful?

• A grade 12 matric certificate (must have passed accounting)
• A commerce qualification will be an added advantage
• You must have basic computer skills – Microsoft office
• A Clear Criminal record
• A proactive and motivated attitude with a strong desire to learn and grow
• Excellent communication (both verbal & written) and interpersonal skills, with the ability to build rapport with customers and colleagues
• Strong organisational skills, with the ability to manage multiple tasks efficiently
• A detail-oriented mindset, ensuring accuracy and consistency in lead qualification
• Ability to analyse customer needs and match them to the most suitable product solution
• Adaptability and a problem-solving mindset to overcome challenges in a fast-paced sales environment
• Ability to work both independently and collaboratively to support the Customer Service team