Key Facts

Remote From:

Full time

Mid-level (2-5 years)

Hard Skills

Customer Information Systems Order Management Claims And Litigation Management KPI Reporting Bulk Mail Digital File Management Escalation Procedures Customer Development Operational Reporting Project Documentation Process Improvement Online Communication

Other Skills

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Customer Service
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Microsoft Excel
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Microsoft Office
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Computer Literacy
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Professionalism
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Non-Verbal Communication
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Adaptability
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Active Listening
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Multitasking
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Teamwork
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Detail Oriented
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Empathy
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Problem Solving

Roles & Responsibilities

Bachelor's degree in any discipline
2-4 years of experience in customer service or related operational roles
Excellent written and verbal communication skills
Computer literacy with proficiency in MS Excel and other Microsoft Office applications

Requirements:

Accurately and efficiently process incoming customer orders, claims, and inquiries across multiple channels
Manage and respond to customer phone calls with professionalism and empathy
Deliver an excellent customer experience through active listening, adherence to SOPs, SLA compliance, and timely escalation of complex issues
Maintain strong working knowledge of all relevant business applications and customer service systems

SAGE Publishing

About SAGE Publishing

Sage is a global academic publisher of books, journals, and library resources with a growing range of technologies to enable discovery, access, and engagement. Believing that research and education are critical in shaping society, 24-year-old Sara Miller McCune founded Sage in 1965. Today, we are controlled by a group of trustees charged with maintaining our independence and mission indefinitely. Driven by the belief that social and behavioral science has the power to improve society, we focus on publishing impactful research and enabling robust research methodology. We produce high-quality educational resources that support instructors to prepare the citizens, policymakers, educators and researchers of the future. Sage is committed to building an inclusive organization where all individuals are treated with fairness and respect, regardless of age, ability, gender, marriage and partnership status, pregnancy and parental responsibilities, race, religion and belief, socio-economic background, or sexual orientation. Diversity is one of the cornerstones of a vibrant culture and we are undertaking work to build a Sage that is more equitable and representative of the communities we serve and of which we are part. As well as driving change within Sage, we are also passionate about supporting diversity, equity and inclusion in wider society through our publishing activities. To find out more, visit https://group.sagepub.com/dei

Founded: 2018

Company size: 1001 - 5000

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Job description

Job Purpose / Key Objectives

How the Role Contributes to Sage’s Goals
The Customer Service Representative (CSR) plays a critical role in delivering Sage’s commitment to exceptional customer experience. This position ensures timely, accurate, and customer‑focused handling of subscription orders, book/journal transactions, claims, and inquiries. By maintaining high service standards, resolving issues effectively, and supporting process improvements, the CSR directly contributes to customer satisfaction, retention, and operational excellence.

Key Accountabilities

Core Responsibilities

Accurately and efficiently process incoming customer orders, claims, and inquiries across multiple channels.
Manage and respond to customer phone calls with professionalism and empathy.
Deliver an excellent customer experience through active listening, adherence to SOPs, SLA compliance, and timely escalation of complex issues.
Maintain strong working knowledge of all relevant business applications and customer service systems.
Execute electronic order processing and manage mail batching processes proficiently.
Support additional customer service operations as assigned, contributing to a unified “One Team” approach across verticals.
Participate in continuous improvement initiatives and assist in developing/updating process documentation.
Prepare daily productivity and performance reports as required.
Keep operational reports, manuals, and documentation accurate and up to date.
Contribute to company‑wide customer experience enhancement projects.

Skills, Qualifications & Experience

Functional Knowledge & Skills

Strong adaptability and ability to work in a dynamic environment.
Excellent written and verbal communication skills.
Effective problem‑solving and customer‑handling capabilities.
Computer literacy with proficiency in MS Excel and other Microsoft Office applications.
Ability to manage multiple tasks with accuracy and attention to detail.