Customer Services Consultant

2 weeks ago

Johannesburg, Gauteng, South Africa Sage City Full time
Full details of the job.

Job Title Job Title Customer Services Consultant Job Description Job Description As a Customer Services Consultant every day, you will work in a fast-paced, innovative environment where you will be provided the tools, resources, and outstanding leadership to manage the customer services business application solutions to current customers.

You will be responsible to enhance each customers relationship with Sage, accomplished primarily by helping customers with questions or issues regarding Sage's products or services.

You will be responsible to provide support to our Sage Business Cloud Accounting customer.

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.

In addition, the customer services agent will provide solutions to advisors, partners and alliances on various technical issues and problems relating to product.

Key Responsibilities Key Responsibilities

  • 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

Skills, know-how and experience:

Essential:

  • Product certification on Sage Business Cloud Accounting.
  • Solid understanding of support platforms and customer experience
  • Exceptional writing and technical skills
  • Ability to adhere to a structured work schedule and efficiently self-manage work time
  • Ability to identify, investigate and resolve technical queries
  • Requires strong problem solving and troubleshooting skills, including the ability to actively listen, ask meaningful probing questions and the ability to break business processes into simplified steps
  • Must be able to learn and apply technical knowledge, work within defined policy and procedures, and use standardized tools and technology to perform job functions
  • Able to handle difficult conversations without negatively impacting the customer
  • Adhere to escalation protocols within Customer Support.
  • Manage uncertainty effectively and work without supervision

Technical Competencies:

  • Industry experience would be an advantage
  • Written and verbal communication skills

Customer interaction Technical / professionalBehavioural Competencies:

  • Action oriented
  • Being resilient
  • Communicates effectively
  • Customer centric
  • Demonstrates self-awareness
  • Ensures accountability
  • Instils trust
  • Resourcefulness
  • Situational adaptability
  • Values differences
  • Growth mindset

InnovationQualifications and Experience:

  • BCom Degree or equivalent NQF6 qualification preferred
  • Matric is mandatory
  • Certification in the relevant SBCA
  • Ability to identify and adapt to the customers style of communication
  • 1-2 years Call Centre Experience Function Function Customer Operations Country Country South Africa Office Location Office Location Johannesburg Work Place type Work Place type Hybrid Advert Advert Working at Sage means you're supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions.
Our colleagues are the best of the best. It's why we were awarded 2024 Best Places to Work by Glassdoor. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential.

Learn more about working at Sage:
Watch a video about our culture: We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out at
.

Learn more about DEI at Sage:
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