Customer Service Senior Representative

Job Purpose

The Customer Service Representative is responsible for providing excellent customer service including quickly and efficiently processing subscription and Book/Journal orders and claims and providing timely and accurate information to customer inquiries. The CSR is expected to process electronic orders and to be fully proficient in the mail batching processes.

Key Accountabilities

· Processing incoming Customer orders and queries effectively, efficiently, and accurately

· Handling phone calls

· Creating excellent customer experience through active listening, application of appropriate operating procedures, adhering to SLA and appropriately escalating issues when needed

· Knowledge of all relevant business applications

· Any other operational customer service tasks assigned

· Engage in continuous improvement exercises, contributing to process documentation for ongoing optimisation of customer service practices

· Prepare daily productivity report of the work done

· Maintaining reports and keeping manuals updated

· Support work in the other vertical too (one team)

· Involve in customer experience initiatives of the company

Skills, Qualifications & Experience

Functional Knowledge & skills

Adaptability

Effective written & verbal communication

Problem-Solving

Computer literacy including Excel skills and a working knowledge of Microsoft packages

Qualifications & Experience

Any bachelor’s degree, 2 -4 years of work experience

Sage is committed to Diversity and Inclusion and is an equal opportunities employer. We value individuality and therefore welcome all qualified applications from a diverse range of candidates.