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.
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. 
