Sage
Website:
sagepub.com
Job details:
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 utilize 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, and understanding how they interact with systems used by our customers
- 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 optimisation of customer service practices.
- Support knowledge base articles development and the CX initiatives of the company
- Actively identify and recommend process improvements to operations processes for potential local and global implementation and representation in CII group.
- Supporting other team members to develop specialized skills set on various aspects of the processes.
- Self-driven upskilling in relevant process and business areas. Relationship development with key process stakeholders within the organisation.
Skills, Qualifications & Experience
Functional Knowledge & skills
Excellent analytical & reasoning skills and keen attention to detail
Reasoning/problem solving ability
Excellent customer service and administration skills
Effective written and verbal communication skills
Ability to work under pressure and within deadlines and using own initiative
Demonstrable experience of a technical mindset, showing the capability and willingness to learn and support platforms, understanding how websites interoperate with Backoffice systems.
Excellent organisation and time management
Qualifications & Experience
High level of computer proficiency on MS Office package
Graduate to Postgraduate
2 - 4 years of relevant experience
Previous 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.
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Sage is committed to the full inclusion of all qualified applicants. Accommodations will be made for any part of the interview process.
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