This role sits within Sage’s Global Circulation Department, which is responsible for managing customer inquiries related to online access, platform functionality, and system-related issues. The team is committed to resolving customer concerns within agreed Service Level Agreements (SLAs) while consistently delivering exceptional customer satisfaction.
The successful candidate will leverage robust communication, analytical, and problem-solving skills to support customers globally, troubleshoot technical access issues, and contribute to the achievement of team and organizational objectives.
Key Responsibilities
Provide timely and professional support to internal and external customers worldwide through appropriate communication channels, maintaining a calm, courteous, and knowledgeable approach.
Diagnose and resolve online access and platform-related issues by developing a solid understanding of Sage systems, products, and processes.
Work collaboratively within a global team workplace,
providing regular updates and escalating issues appropriately to senior team members when required.
Follow established standard operating procedures (SOPs) to gather, analyze, and document customer information necessary for effective ticket resolution.
Adhere to defined Service Level Agreements (SLAs), ensuring all customer queries and support requests are addressed within agreed timelines and quality standards.
Partner with colleagues across Customer Services and Fulfilment teams to deliver efficient and effective resolutions to customer issues.
Contribute to continuous improvement initiatives by identifying process enhancements and supporting the creation and maintenance of process documentation.
Assist in the development and maintenance of knowledge base articles and actively support Customer Experience (CX) initiatives across the organization.