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    • Customer Service Agent - Johannesburg - Sage City

    Sage City
    Sage City Johannesburg

    1 month ago

    Default job background
    Technology / Internet
    Description

    Job Description

    We are seeking a Customer Service Agent to enhance the customer experience, ensure satisfaction and retention, build brand loyalty, and contribute to our company's success.

    In this hybrid office-based role, which requires a minimum of three days per week on-site at our Johannesburg office, you will provide support to our SBCPP, VIP, Classic, Premier, and Essentials Payroll customers.

    Your responsibilities will include assisting customers in defining the context of their issues, identifying root causes through continuous analysis, and evaluating potential solutions. Additionally, you will provide technical guidance to advisors, partners, and alliances on various product-related challenges.

    You will have the autonomy to determine the best course of action for resolving queries, ensuring minimal constraints and minimal impact on the live customer processing environment.

    Key Responsibilities:

    1. Provides expert knowledge by supporting and resolving complex product escalations for Customer Support and other stakeholders.
    2. Identifies the root cause of the customers' software or system issues and uses system analysis and testing techniques to solve highly complex application or system issues.
    3. Contributes to the overall Digital Transformation objectives through improving efficiencies and quality across online platforms.
    4. Manages the logging process of software bugs or product enhancements and ensures timely resolution.
    5. Continuously finds ways to enable all our customers to be self-sufficient in minimizing time to solve complex application support queries.
    6. Actively participates in internal projects such as product enhancement processes, training development, capturing and maintaining knowledge capital, improving overall support skills, and improving customer service in the department as assigned.

    Onboarding:

    Your first 90 days at Sage will allow you to learn the business while also getting up to speed with your roles and responsibilities. You will collaborate with your Team Leader and team to complete the Sage onboarding program. You need to be focused and able to motivate yourself. Taking positive actions, being open to giving and receiving feedback and guidance is also very important.

    Team Structure:

    Reporting to the Services Team Leader, you will collaborate with a team of Customer Service Agents at various levels of seniority, along with Product Support Analysts, under the overall guidance and leadership of an Operations Manager.

    Minimum Requirements:

    1. Product certification in the relevant product (SBCPP, VIP, Classic, Premier, Essentials).
    2. Com Degree or an equivalent NQF6 qualification (preferred).
    3. At least 2 years of related experience (advantageous).
    4. Strong understanding of support platforms and customer experience.
    5. Ability to identify, investigate, and resolve technical queries.
    6. Excellent problem-solving and troubleshooting skills, including active listening, meaningful probing questions, and the ability to break down business processes into simplified steps.

    Personal Attributes:

    1. Action-oriented and resilient.
    2. Effective communicator and customer-centric.
    3. Self-aware, accountable, and trustworthy.
    4. Resourceful, with a growth mindset and innovative approach.

    Role Importance:

    In this role, you are often the first point of human contact for customers seeking technical support, a responsibility that carries great importance. A passion for helping customers is essential.

    Function:

    Customer Operations

    Country:

    South Africa

    Office Location:

    Johannesburg

    Work Place Type:

    Hybrid

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