Jobs at Sage

We are looking for an enthusiastic Telesales Representative to contribute in generating sales for our company. You will be responsible for closing sales deals over the phone and maintaining good customer relationships.
An effective telesales representative must be an excellent communicator and have superior people skills. They must be comfortable presenting products or services over the phone as well as dealing with complaints and doubts.
The goal is to help the company grow by bringing in customers and developing business.

Key Responsibilities

• Supporting the achievement of team and departmental revenue objectives
• Ensuring achievement of revenue targets.
• Proactively encouraging growth and development within a defined base of customers
• Consistently performing against KPIs and Departmental Standards set
• Maximise all cross sell opportunities
• Take responsibility for maintaining their own product and procedural knowledge
• Provide sales support to both internal and external customers.
• Any other duties as instructed by the Team Manager within the role.
• Pro-actively and re-actively provide/source technical product advice and guidance to customers (if required).
• Asses customer’s needs and advise on correct product for their business
• Provide management with an accurate sales forecast and status on outstanding pipeline
• Accurately completes admin processes required as part of the role
• Respond to all incidents logged on the system according to the timelines described in the department policy guidelines
• Ensure no incidents in the system escalate
• Ensure invoices are processed correctly with the associated proof of payment
• Follow-up on outstanding payments on a regular basis
• Apply the Extraordinary Customer Experience (ECE) values to all areas of the role
• Consistently live and be an example of the Sage values Skills, know-how and experience:
• Must have: (5 or 6 Max)
• Background of software sales experience.
• Microsoft Office skills (Word, Excel, Power Point).
• Target driven with an ability to be self-motivated in order to achieve and exceed targets under pressure.
• Well organised with strong time management skills and ability to juggle multiple objectives according to prescribed procedures and processes.
• Good oral and written communication skills to assist in working with colleagues and delighting customers.
• Preferred: (2 or 3 Max)
• Highly autonomous with the ability to work on own initiative
• Strong customer focus and high-level customer service ethics.
• Sales experience (2 - 3 years) with a great sales track record

Technical / Professional Qualifications

• Key performance indicators: (3-5 Max)
• Achievement Sales Targets set
• Achievement of Outbound call targets
• Conversion rate on leads received

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To design solutions for data and complex issues. Investigating each data issue for validation of a problem or needing clarification. Help 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 constraints and minimal impact to the live customer processing environment.

Key Responsibilities Key Accountabilities

• Ensuring that you have a good understanding of clients’ requirements
• Apply yourself to Investigate queries by narrowing down the cause of the issue.
• Apply yourself to understand relational databases and data structures, extract data using SQL logic and syntax, and interpreting SQL information to handle complex queries.
• Apply yourself to learn new technologies quickly and retain information of different client network infrastructures, software solutions and constantly evolving product.
• Consider the benefits and impacts of the solutions you provide prior to implementation of the solution.
• Prepare response that’s articulate how fixes should be applied sequentially and methodically.
• Accurately log events of each customer query on our internal CRM.
• Obtain confirmation from the client’s on whether their needs or query(s) has been resolved.
• Convert issue and query trends into knowledge articles.
• Manage your logged in, unavailability and time measurements within specified benchmarks to maintain/optimise team capacity.
• Encourage our customers to complete your after call survey.
• Grow your product knowledge.
• Grow your customer service engagement with our customers.
• Follow internal policies.
• Be the point of contact for our customers.

Decisions You Will Be Expected To Make

Our Vision “Reimagining the way we continuously transform individual learning into a hub of knowledge for businesses using our product(s) to succeed”.

• Having enough information to solve the query.
• Assign priority to query and escalate where needed.
• When you out of your depth and need help.
• Logging of a critical software bug or enhancement.
• How to deliver negative messages without negatively impacting the customer.

Skills, Know-how And Experience Needed For The Role

• Computer Knowledge (MS Office: Excel, Word).
• Product knowledge on Sage 200 Evolution is required.
• Have excellent communication skills – written and verbal
• Ability to identify and adapt to the client’s style of communication.
• Ability to control the conversation.
• Use Critical and design thinking to think logically and rationally.
• Use Process (Product) and situational thinking to determine the query and the outcome needed.
• Manage Uncertainty effectively, work without supervision and meet deadlines.
• Be certified for all product learning units (Lu1, Lu2 & Lu4)

Goals

• Customer Satisfaction Rating
• First Call Resolution Rating
• Call Waiting
• Self-Service Adoption
• Self-Improvement

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Responsible for the strategic planning, budgeting, forecasting and financial / management reporting processes within the Africa and Middle East Region and ensuring that reports are accurate, produced to deadline and comply with Sage’s policies and best practice for FTSE 100 companies as well as adding value and insight as part of financial planning and analysis and working collaboratively with the business.

Key Responsibilities Key Accountabilities And Decision Ownership

• Custodian of strategic planning and budgeting processes for the business leading process and ensuring inter-lock within region and support functions – key lead within the Adaptive Planning System
• Develop and implement budgeting and forecasting tools and processes to provide timely and relevant information
• Manage and automate / improve monthly financial reporting processes for the region and deliver output submissions within key group deadlines
• Work closely with the Finance Operations and Systems team to build and enhance current processes and tools to facilitate the right level of management reporting / KPI reporting in the region to senior leadership
• Develop and consolidate cash flow projections in order to ensure an adequate funding of the company's operations at any point in time across the Africa and Middle East regions
• Establish effective working relationships across the business and Senior Management Team
• Deliver consistent, timely, accurate, high quality and insightful financial reports to facilitate and support decision making within the commercial finance team
• Manage a team: 2 Direct reports and working closely with Finance Business Partners Skills, know-how and experience:

Must Have

• Good educational background with accounting qualification 5+ years post qualified
• Outstanding problem-solving skills
• Good HFM understanding and knowledge
• Passionate, energetic, has drive and ambition
• Thrives in a fast-paced environment and produces quality outputs to tight deadlines
• Able to build strong collaborative relationships across the business and all levels
• Can demonstrate great business understanding, analytical and with a real eye for detail
• Enjoys working in a hands-on environment and has a genuine interest in understanding the issues behind the numbers
• High level of initiative and self-motivation
• Strong intellect and excellent influencing skills
• Confident in opinions and able to communicate in a convincing manner
• Strong leadership skills and able to coach team members
• Advanced Excel skills
• Fluent and lucid written style suitable for communication at highest levels
• Well-developed presentation and communication skills
• Proficiency with Microsoft Office required

Sage Colleague Should Be

• Customer Focused, at the forefront of providing service excellence.
• Action Oriented, able to take on new challenges with enthusiasm.
• Trustworthy, able to gain the confidence and trust of others easily and honour commitments.
• Innovative, able to spot opportunities to do things better and share best practice.
• Collaborative, building and maintaining strong working relationships and working with colleagues to meet shared goals.

Preferred

• Large corporate experience (FMCG or Banking)

Technical / Professional Qualifications

• CA / CIMA or equivalent accountancy qualification

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Excellent written and verbal communication skills in both English and Afrikaans

• Professional acumen
• Self-motivated and pro-active
• Service orientated
• Ability to perform in a highly pressurised environment
• Independent thinker and self-starter
• Customer and quality focussed
• Assertive and confident
• Diplomatic and tactful
• Team player with a passion for work
• Patience
• High Emotional intelligence
• Disciplined
• Technical ability a plus
• Excellent Troubleshooting skills
• Innovative thinker
• Ability to lead
• Be the point of contact for our customers

Decisions You Will Be Expected To Make

• Having enough information to solve the query.
• Assign priority to query and escalate where needed.
• When you out of your depth and need help.
• Logging of a critical software bug or enhancement.
• How to deliver negative messages without negatively impacting the customer.

Skills, Know-how And Experience Needed For The Role

• Grade 12
• Excellent verbal and written communication skills
• Business maturity/acumen
• Computer Science Degree / Equivalent Microsoft Qualifications
• Minimum 5 years Network Administrator Experience
• Excellent knowledge of the following - Active Directory - DNS - DHCP - Internet Information Services - SQL 2012/2014 - Networking skills - Server 2008, 2012, 2016 experience - MS Exchange experience

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Ensuring that you have a good understanding of clients’ requirements.

• Apply yourself to Investigate queries by narrowing down the cause of the issue.
• Apply yourself to learn new technologies quickly and retain information of different client network infrastructures, software solutions and constantly evolving product.
• Consider the benefits and impacts of the solutions you provide prior to implementation of the solution.
• Prepare response that’s articulate how fixes should be applied sequentially and methodically.
• Accurately log events of each customer query on our internal CRM.
• Obtain confirmation from the client’s on whether their needs or query(s) has been resolved.
• Convert issue and query trends into knowledge articles.
• Manage your logged in, unavailability and time measurements within specified benchmarks to maintain/optimise team capacity.
• Encourage our customers to complete your after call survey.
• Grow your product knowledge.
• Grow your customer service engagement with our customers.
• Follow internal policies.
• Be the point of contact for our customers.

Decisions You Will Be Expected To Make

• Having enough information to solve the query.
• Assign priority to query and escalate where needed.
• When you out of your depth and need help.
• Logging of a critical software bug or enhancement.
• How to deliver negative messages without negatively impacting the customer.

Skills, Know-how And Experience Needed For The Role

• Matric is essential.
• B. Com degree would be an advantage.
• Payroll administration.
• Minimum 18-month experience on VIP Premier, Classic and Sage Business Cloud Payroll Professional.
• Computer Knowledge (MS Office: Excel, Word).
• Have excellent communication skills – written and verbal.
• Ability to identify and adapt to the client’s style of communication.
• Ability to control the conversation.
• Manage uncertainty effectively, work without supervision and meet deadlines.