Job Purpose/ KEY OBJECTIVES OF THE JOB
How does the position contribute to Sage overall goals?The role sits within Sage’s Global Circulation department. The team is responsible for resolving customer queries related to online access and and platform related issues within agreed team SLAs while maintaining superlative customer satisfaction level. This role requires the candidate to utilise good communication skills and analytical skills to achieve the group objectives.
Key Accountabilities
Describe in detail the responsibilities of the job
- Assist internal and external customers around the world with technical issues by appropriate communication channels in a calm, courteous and knowledgeable manner
- Troubleshoot access problems by developing an understanding of Sage systems and processes
- Collaborate effectively in a global team, providing regular updates to senior team members
- Follow standard operating procedures to gather information from customers that can be used to resolve tickets
- Under the guidance of the manager, adhere to set Service Level Agreements (SLA’s), ensuring work is completed within the defined timelines
- Collaborate with other teams within the Customer Services and Fulfilment division to efficiently resolve customer tickets
- Engage in continuous improvement exercises, contributing to process documentation for ongoing optimization of customer service practices.
- Support knowledge base articles development and the CX initiatives of the company
Skills, Qualifications & Experience
Functional Knowledge & skills
Excellent analytical & reasoning skills and keen attention to detailReasoning/problem solving abilityExcellent customer service and administration skillsEffective written and verbal communication skillsAbility to work under pressure and within deadlinesAble to work using own initiativeExcellent organisation and time management
Qualifications & Experience
High level of computer proficiency on MS Office packageGraduate to Postgraduate1-3 years of relevant experiencePrevious experience in back-end technical support/ quality analyst role is desirable but not essential
Diversity, Equity, and Inclusion
At Sage we are committed to building a diverse and inclusive team that is representative of all sections of society and to sustaining a culture that celebrates difference, encourages authenticity, and creates a deep sense of belonging. We welcome applications from all members of society irrespective of age, disability, sex or gender identity, sexual orientation, color, race, nationality, ethnic or national origin, religion or belief as creating value through diversity is what makes us strong. As a business and as an organization with an increasingly agile workforce, we're open to flexible working arrangements where appropriate.Sage is a global academic publisher of books, journals, and library resources with a growing range of technologies to enable discovery, access, and engagement. Our mission is building bridges to knowledge — supporting the development of ideas through the research process to scholarship that is certified, taught, and applied.Learn about Sage | About our companies | Open editor positions
Sage is committed to the full inclusion of all qualified applicants. Accommodations will be made for any part of the interview process.
