Senior Representative-Customer Services

Job Purpose / Key Objectives of the Role

The Customer Service Representative (CSR) plays a vital role in supporting Sage’s commitment to delivering exceptional customer experiences. This position ensures timely and accurate processing of subscriptions, books, and journal orders, as well as handling claims and inquiries efficiently. By managing electronic orders and mastering mail batching processes, the CSR contributes directly to customer satisfaction and operational excellence, aligning with Sage’s overall goal of providing world-class publishing services.

Key Accountabilities

• Order & Query Management: Process incoming customer orders and queries accurately and efficiently, ensuring adherence to SLAs.
• Customer Interaction: Handle phone calls professionally, creating a positive customer experience through active listening and effective communication.
• Issue Resolution: Apply appropriate operating procedures and escalate issues when necessary to ensure timely resolution.
• System Proficiency: Maintain knowledge of all relevant business applications and tools for seamless operations.
• Operational Support: Perform additional customer service tasks as assigned and contribute to cross-functional support initiatives.
• Continuous Improvement: Participate in process optimization exercises and assist in updating documentation for improved workflows.
• Reporting: Prepare daily productivity reports and maintain updated manuals and records.
• Customer Experience Initiatives: Engage in company-wide initiatives aimed at enhancing customer satisfaction and loyalty.

Skills & Competencies

• Adaptability and ability to work in a dynamic environment.
• Strong written and verbal communication skills.
• Problem-solving mindset with attention to detail.
• Computer literacy, including proficiency in Microsoft Office and Excel.

Qualifications & Experience

• Bachelor’s degree in any discipline.
• 2–4 years of experience in customer service or related roles.

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.