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Customer Experience Representative

1 week ago

Randburg, Gauteng, South Africa Sage Full time

Sage is committed to delivering exceptional customer experiences through its dedicated team of Customer Service Agents. As a key member of our team, you will play a vital role in ensuring customer satisfaction and retention while building brand loyalty.

About the Role
  • Collaborate with a team of Customer Service Agents at various levels of seniority, along with Product Support Analysts, under the overall guidance and leadership of an Operations Manager.
  • Participate in internal projects such as product enhancements processes, training development, capturing, and maintaining knowledge capital, improving overall support skills, and improving customer service in the department as assigned.
  • Contribute to the overall Digital Transformation objectives through improving efficiencies and quality across online platforms.

In this hybrid office-based role, which requires a minimum of three days per week on-site at our office, you will provide support to our SBCPP, VIP, Classic, Premier, and Essentials Payroll customers.

Your responsibilities will include:

  • Support and resolve complex product escalations for Customer Support and other stakeholders.
  • Identify the root cause of customers' software or system issues and use system analysis and testing techniques to solve highly complex application or system issues.
  • Manage the logging process of software bugs or product enhancements and ensure timely resolution.
  • Continuously find ways to enable all our customers to be self-sufficient in minimizing time to solve complex application support queries.

You will collaborate with your Team Leader and team to complete the Sage onboarding program.

Reporting to the Services Team Leader, you will work closely with a team of Customer Service Agents at various levels of seniority, along with Product Support Analysts, under the overall guidance and leadership of an Operations Manager.

Minimum Requirements:

  • Product certification in the relevant product (SBCPP, VIP, Classic, Premier, Essentials).
  • Com Degree or an equivalent NQF6 qualification (preferred).
  • At least 2 years of related experience (advantageous).
  • Strong understanding of support platforms and customer experience.
  • Ability to identify, investigate, and resolve technical queries.
  • Excellent problem-solving and troubleshooting skills, including active listening, meaningful probing questions, and the ability to break down business processes into simplified steps.

Key Competencies:

  • Action-oriented and resilient.
  • Effective communicator and customer-centric.
  • Self-aware, accountable, and trustworthy.
  • Resourceful, with a growth mindset and innovative approach.

A passion for helping customers is essential.