Job Description

The Sage People Customer Services Executive is an experienced member of the Customer Services team with advanced Sage People HR and Payroll system and process knowledge.

This role primarily supports advanced customers in complex cases, driving customer service, NPS scores, and technical expertise in the Sage People product. It is also fundamental to improving customer satisfaction in live services, enabling both customers and colleagues to grow their knowledge and understanding of the Sage People system.

Responsibilities:

  • Adhere to the Customer Service Team's SLA's and KPI's.
  • Train and coach colleagues on the systems and associated processes
  • Contribute to projects and large change initiatives to improve operational efficiency, quality, and consistency.
  • Support the Community Administrator and Customer Success in Customer Service-related queries, actions, and escalations.
  • Participate and collaborate on internal and customer knowledge sharing and enablement sessions and content.
  • Respond to, investigate and resolve cases logged by 'advanced' customers via email and phone
  • Configure Sage People and Payroll platforms to solve customer cases
  • Manage the support queue and prioritize assigned cases accordingly
  • Build trusted customer relationships for customer success
  • Facilitate customer handovers to support

Requirements:

  • Self-reliance and a desire to work in a time-pressured, high energy, fast-growing team.
  • The ability to work autonomously in challenging customer environments, taking ownership, and accountability.
  • Proactive solution-oriented problem-solving skills.
  • Exhibits the mindset/skillset to deliver excellent Customer Service with the understanding of Incident, Problem, and Service Request management processes.
  • Advanced knowledge of the Sage People and Salesforce.com platform.
  • Advanced understanding of HR, Recruitment, and Payroll related business processes
  • Excellent customer-facing skills, comfortable engaging via phone and email, able to easily interpret requirements into functional specifications.
  • Strong written and verbal presentation skills
  • Patience and tenacity in handling customer demands

Preferred:

  • 2+ years of experience in HR/payroll software and operations
  • 2+ years of experience in Customer Services

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