Senior Representative-Customer Services

Job Purpose / Key Objectives of the Role The Customer Service Representative (CSR) plays a vital role in supporting Sage’s commitment to delivering exceptional customer experiences. This position ensures timely and accurate processing of subscriptions, books, and journal orders, as well as handling claims and inquiries efficiently. By managing electronic orders and mastering mail batching processes, the CSR contributes directly to customer satisfaction and operational excellence, aligning with Sage’s overall goal of providing world-class publishing services. Key Accountabilities Order & Query Management: Process incoming customer orders and queries accurately and efficiently, ensuring adherence to SLAs. Customer Interaction: Handle phone calls professionally, creating a positive customer experience through active listening and effective communication. Issue Resolution: Apply appropriate operating procedures and escalate issues when necessary to ensure timely resolution. System Proficie...