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
Functional Skills
SKILLS, QUALIFICATIONS & EXPERIENCE
- 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
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.
