Customer Services Agent

Job Description

The purpose of this role is to deliver exceptional, high impact support to our Sage 50c Pastel Partner and Xpress Accounting customers. You will help customers clearly define the context of their issue, analyse information to isolate the root cause, and recommend effective solutions that minimise disruption to their live processing environments. In this fast paced and customer focused role, you will also support advisors, partners, and alliances by resolving complex technical challenges and providing expert product insights.

Location - 3 days per week out of our Johannesburg office.

Key Responsibilities

• Provide expert product knowledge by resolving complex escalations from Customer Support and other key stakeholders.

• Deliver timely, accurate communication to Customer Support teams regarding product updates, releases, and bug fixes.

• Identify root causes of software or system issues using advanced system analysis and testing techniques.

• Monitor trends in customer issues to develop proactive communication, early warning insights, and customer education.

• Contribute to Digital Transformation initiatives by improving efficiencies and enhancing the quality of online support platforms.

• Manage the full logging process for software bugs and enhancement requests, ensuring timely resolution and clear tracking.

• Collaborate with internal teams and external partners to drive high quality support outcomes.

• Continuously identify opportunities to increase customer self sufficiency and reduce time to resolution.

• Prioritise workload effectively, especially when resources shift, to ensure the best outcomes for customers, employees, and the organisation.

• Stay current on the latest product, technical, and business knowledge across all assigned applications.

• Actively participate in internal projects, including product enhancements, training development, knowledge management, and service improvement initiatives.

• Identify product related knowledge gaps and partner with managers and training teams to close those gaps.

• Provide flexible support across multiple CS products on a demand driven basis.

• Build a deep understanding of customer requirements and business processes.

• Investigate queries methodically and systematically to narrow down root causes.

• Prepare clear, structured responses that outline fixes sequentially and logically.

• Log all customer interactions and case events accurately in the internal CRM.

• Manage your time, availability, and productivity within defined benchmarks to optimise team capacity.

• Promote after call surveys and work toward continuous service quality improvement.

• Grow your product knowledge and elevate customer service excellence.

• Adhere to all internal policies, protocols, and escalation processes.

Skills, Know How and Experience

Essential

• Product certification on Sage 50c Pastel Partner/Xpress Accounting.

• Strong understanding of support platforms and customer experience best practices.

• Exceptional technical writing and communication skills.

• Ability to follow structured work schedules and manage time efficiently.

• Strong analytical, troubleshooting, and problem solving abilities.

• Skilled in active listening and asking meaningful diagnostic questions.

• Ability to break down complex business processes into simplified steps.

• Able to learn quickly, apply technical knowledge, and follow policies and procedures.

• Comfortable handling difficult conversations professionally and empathetically.

• Able to work independently with minimal supervision and manage uncertainty effectively.

• Adherence to escalation protocols within Customer Support.

Technical Competencies

• Relevant industry experience is an advantage.

• Excellent written and verbal communication skills.

• Strong customer interaction and professional client engagement skills.

Technical Competencies

• Relevant industry experience is an advantage.

• Excellent written and verbal communication skills.

• Strong customer interaction and professional client engagement skills.

Behavioural Competencies

• Action oriented

• Resilient under pressure

• Communicates effectively

• Customer centric mindset

• Demonstrates self awareness

• Accountability and ownership

• Builds and maintains trust

• Resourceful and solution driven

• Adaptable to different situations

• Appreciates and values differences

• Growth mindset

• Innovative and improvement focused

Qualifications and Experience

• BCom Degree or equivalent NQF6 qualification preferred.

• Matric is essential.

• Certification in Sage 50c Pastel Partner/Xpress Accounting.

• Ability to identify and adapt to different communication styles.

• 1–2 years Call Centre or customer support experience.

Company Benefits

Work away scheme for up to 10 weeks a year

Life Insurance: 2x annual salary covered with the option to flex up cover at own cost up to a maximum of 6X annual salary.

Income Protection: 75% of the monthly risk salary is paid to the colleague in the event of long-term sickness, provided they are unable to perform their duties.

Critical Illness cover: Provides colleague with lump sum payment at critical illness diagnosis.

Funeral Assistance: A benefit payable upon the death of a colleague's spouse or children, or to a colleague's dependents in the event of the colleague's death.

Provident fund: a retirement fund where colleagues have an option to increase contributions of 5% minimum to a maximum of 15% in 2.5% increments.

Medical aid subsidy: Discovery and Bonitas are offered on selected plans, colleagues receive R2,400 pm.

Sage Academy leave: On-going training and professional development + 5 paid days per year to engage in learning opportunities.

15 days annual leave for fixed term colleagues and 20 annual leave days for permanent colleagues. The annual leave entitlement for permanent colleagues will increases with seniority. 30 days sick leave in a 3 year cycle, 6 days of Family responsibility leave and Religious leave combined, and 5 or 10 days of sports leave based on representation.

Paid 5 days yearly to volunteer through our Sage Foundation.

Employee Assistance Program: free, 24/7 short-term counseling, practical support and coaching for you and your family.

Flexible work patterns and hybrid working