Customer Support Executive

hace 2 semanas

Barcelona, España Sage A tiempo completo

**Nombre de vacante**
- Customer Support Executive

**Advert**
- People make Sage great. From our colleagues delivering ground-breaking solutions to the customers who use them: people have helped us grow for more than thirty years, and people are driving our future as a great SaaS company. We're writing our next chapter. Be part of it
At Sage, we recognize that the world of work has rapidly shifted over the last few years, particularly how we work. That is why we have committed to working in a hybrid way going forward. Human connection is an essential ingredient of the 4 principles that make up our Flexible Human Work hybrid framework and we want to be transparent in what that looks like when you join our Sage family. On one hand, our offices will continue to play an important role in our future and serve as a place for spontaneous conversations, connection, collaboration as well as focused time. On the other hand, we have learned to reimagine where and when we work and to unlock that flexibility and innovation for our colleagues offering them the opportunity to work flex across their home, Sage offices or customer sites.

**Descripción**
- 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.

**Responsabilidades principales**
- Key accountabilities and decision ownership:

- Adhere to 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.
- 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

Skills, know-how and experience:
Must have:

- 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 understanding of HR, Recruitment and Payroll related business processes
- Strong written and verbal presentation skills
- Patience and tenacity in handling customer demands
- Experience working in a fast paced customer support environment
- Experience in HR / payroll software and operations

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