Customer Services Consultant

6 days ago

Johannesburg, South Africa Sage Full time

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 mínimal constraints and mínimal 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**
- 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
- 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 / professional

Behavioural Competencies:

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

Qualifications 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

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