Sage Group PLC

Customer Services Agent

  • Sage Group PLC
  • Johannesburg, Gauteng
  • 5 days ago


Job Description


People make Sage great.

From our colleagues delivering ground-breaking solutions to the customers who use them: people have helped us grow for more than thirty years, and people are driving our future as a great SaaS company.

We're writing our next chapter.

Be part of it!

At Sage, we recognize that the world of work has rapidly shifted over the last few years, particularly how we work.

That is why we have committed to working in a hybrid way going forward.

Human connection is an essential ingredient of the 4 principles that make up our Flexible Human Work hybrid framework and we want to be transparent in what that looks like when you join our Sage family.

On one hand, our offices will continue to play an important role in our future and serve as a place for spontaneous conversations, connection, collaboration as well as focused time.

On the other hand, we have learned to reimagine where and when we work and to unlock that flexibility and innovation for our colleagues offering them the opportunity to work flex across their home, Sage offices or customer sites.

We invite you to join us and help us write our next chapter.

Follow us on our social media sites to join in conversations about open positions and company news!

#lifeatsage #sagecareers.

If you would like support with your application (or require any adjustments) please contact us at [email protected] for assistance.

All qualified applicants will be thoughtfully considered and never discriminated against based on their race, color, age, religion, sexual orientation, gender identity, national origin, disability or veteran status.

Job Description

To enhance each customers relationship with Sage, accomplished primarily by helping customers with questions or issues regarding Sage’s products or services and their

Application in the customer’s business operating environment in adherence to the company’s guidelines.

Customer relations will also be enhanced by the identification of customer

Needs that can be addressed by additional Sage products or services.

In addition, analysts will regularly author articles for submission to the knowledge base and engage in team-based

Project work while mentoring less experienced staff.

Key Responsibilities

Provides an Extraordinary Customer Experience by addressing inquiries using a variety of channels (telephone, email, chat, social media, etc.) in a support-center environment adhering to scheduled shifts, procedures, metrics, and departmental goals

Drive Sales lead revenue generation within your team and have full understanding of cross-sell opportunities.

Identifies the root cause of the client’s software or system issues and uses system analysis and testing techniques to solve low to moderately complex application or system issues

Contributes to company knowledge capital by creating and modifying reusable solutions in the knowledge base according to established procedures and policies.

Actively promotes the knowledge base to our customers.

Maintains article quality standards

Assists customers in gaining the most value from their Sage products and services

Identifies additional opportunities for Sage solutions to benefit the customer's business needs

Documents each customer contact using our contact tracking systems in a clear, concise, and understandable format.

Escalate unresolved customer issues with all pertinent information included, to appropriate resources

Works collaboratively and effectively within a team of peers.

Maintains a positive, constructive attitude in the workplace.

This includes presenting challenges in a positive light, offering constructive approaches to overcoming difficulties, and treating all individuals with respect

Prioritizes work balancing importance from the customer perspective and operational efficiency.

Follows through on commitments, communicates status of work, identifies and requests assistance with barriers that may interfere with progress.

Adjusts workload when priorities and resources change, managing time and resources to ensure the best possible outcome for the customer, employee and organization

Stays current on technical and business knowledge in all assigned applications, as well as support processes and procedures

Actively participate in internal projects such as improvements to call flow processes, training development, capturing and maintaining knowledge capital, improving overall support skills, and improving customer service in the department as assigned.

Technical / professional qualifications:

Matric is a must.

B. Com degree would be an advantage

Both university graduates and school leavers can enter the support helpdesk.

Whether you have a degree or not, you will need to demonstrate an interest in fixing technical problems, either through previous work experience, apprenticeships or activities you have completed in your own time.

Graduates with an Accounting,Payroll (Incl. legislation) or IT-related, Engineering, Manufacturing & Logistics qualification will be advantageous.

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.

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