Senior Representative-Customer Services

The Customer Service Representative (CSR) plays a critical role in supporting Sage’s commitment to delivering exceptional customer experiences. The position contributes to the company’s overall goals by ensuring accurate and timely processing of subscriptions, book and journal orders, and customer queries.

The CSR is responsible for handling electronic and manual order processing, managing claims, and responding to customer inquiries efficiently. By maintaining high service standards, adhering to SLAs, and ensuring operational accuracy, the role directly enhances customer satisfaction, retention, and operational excellence.

KEY ACCOUNTABILITIES

Core Responsibilities

• Process incoming customer orders, subscriptions, and queries with high accuracy and efficiency

• Handle customer interactions via phone, email, and chat channels professionally

• Ensure timely resolution of customer inquiries while adhering to defined SLAs

• Deliver excellent customer experience through active listening, empathy, and solution-oriented communication

Operational Excellence

• Accurately process electronic orders and demonstrate proficiency in mail batching processes

• Maintain strong knowledge of business applications, systems, and operational procedures

• Prepare and maintain daily productivity and performance reports

• Ensure all documentation, reports, and process manuals are up-to-date

Process Improvement & Collaboration

• Participate in continuous improvement initiatives to enhance service quality and efficiency

• Contribute to process documentation and optimization efforts

• Provide support across different operational verticals, promoting a “One Team” culture

• Actively participate in customer experience enhancement initiatives

Compliance & Quality

• Follow standard operating procedures and escalation frameworks

• Ensure accuracy, data integrity, and compliance in all customer interactions

SKILLS, QUALIFICATIONS & EXPERIENCE

Functional Skills

• Strong verbal and written communication skills

• Excellent problem-solving and analytical abilities

• High adaptability and flexibility in a dynamic work environment

• Proficiency in MS Office tools, especially Excel

• Working knowledge of customer service platforms and business applications

Qualifications & Experience

• Bachelor’s degree in any discipline

• 2–4 years of experience in customer service or operations role