About Company
Sage Group plc is a British multinational enterprise software company, renowned as the third-largest supplier of enterprise resource planning software globally. Headquartered in Newcastle upon Tyne, England, Sage provides market-leading integrated accounting, payroll, and payment systems to small and medium-sized businesses worldwide. At Sage, we believe in empowering businesses to thrive by simplifying their daily operations and providing them with the tools and insights needed to grow. Our culture is built on innovation, customer success, and a commitment to our employees, fostering an environment where talent can flourish and make a tangible impact on millions of businesses.
Job Description
Are you a natural communicator with a passion for helping others succeed? Do you thrive in a remote work environment, connecting with people and resolving their challenges from the comfort of your home office? Sage, the market leader for integrated accounting, payroll, and payment systems, is seeking a dedicated and enthusiastic Client Service Representative to join our dynamic team, working remotely from Newcastle upon Tyne, England. This is an incredible opportunity to be the friendly and knowledgeable voice of Sage, building strong relationships with our valued clients and ensuring their success with our innovative software solutions.
At Sage, we believe in empowering businesses to thrive. Our Client Service Representatives play a pivotal role in this mission. You will be at the forefront of our customer experience, providing exceptional support and guidance to small and medium-sized businesses across the UK. This isn’t just about answering questions; it’s about understanding client needs, troubleshooting issues, and offering proactive advice to help them leverage our products to their full potential. You’ll become an expert in Sage’s offerings, from accounting software to payroll solutions, and translate complex information into clear, actionable insights for our diverse client base. We’re looking for individuals who can transform a challenge into an opportunity, turning a potentially frustrating issue into a positive experience that strengthens client loyalty.
We are committed to fostering a supportive and collaborative remote culture. While you’ll be working from your home office, you’ll be an integral part of a close-knit team, benefiting from continuous training, peer support, and virtual team-building activities designed to keep you connected and engaged. Your day will involve handling inbound inquiries via phone, email, and chat, meticulously documenting interactions, and escalating complex cases to specialist teams when necessary, always with a focus on quick and accurate resolution. We’re looking for someone who is not only technically adept but also possesses a genuine empathy for customers, a keen problem-solving mindset, and a commitment to going the extra mile. You’ll be empowered to take ownership of client issues, driving them to resolution and making a tangible difference in their daily operations. Sage is a company that values innovation and customer success, and we continually invest in our people, providing pathways for career growth and professional development within our global organization. If you’re eager to make a significant impact on businesses and contribute to a company that’s shaping the future of business software, we encourage you to apply. Join Sage and help us simplify business for millions worldwide, ensuring they have the support they need to grow and flourish.
Key Responsibilities
- Provide first-class customer service and technical support to Sage clients via phone, email, and chat.
- Diagnose and resolve client issues efficiently and effectively, escalating complex problems to specialized teams when required.
- Guide clients through product features, functionalities, and best practices to maximize their usage of Sage software.
- Maintain accurate and detailed records of all client interactions and resolutions within our CRM system.
- Proactively identify opportunities to improve client satisfaction and retention.
- Stay updated on all Sage product updates, new features, and relevant industry changes.
- Collaborate effectively with internal teams to ensure a seamless client experience.
- Adhere to service level agreements (SLAs) and key performance indicators (KPIs).
- Educate clients on self-service resources and support documentation.
Required Skills
- Proven experience in a customer service or client support role, preferably in a remote setting.
- Excellent verbal and written communication skills in English, with a professional and empathetic tone.
- Strong problem-solving abilities and a methodical approach to troubleshooting.
- Proficient in using CRM software and other customer support tools.
- Ability to work independently and manage time effectively in a remote work environment.
- A genuine passion for helping others and a customer-centric mindset.
- Comfortable with technology and quickly learning new software applications.
Preferred Qualifications
- Previous experience with Sage products or similar accounting/payroll software.
- Experience in the software or financial technology industry.
- A qualification in business, IT, or a related field.
- Familiarity with remote collaboration tools (e.g., Microsoft Teams, Zoom).
- Basic understanding of accounting or payroll principles.
Perks & Benefits
- Competitive annual salary with performance-based bonuses.
- Comprehensive health and wellness benefits package.
- Generous paid time off, including bank holidays.
- Pension scheme with company contributions.
- Continuous learning and development opportunities.
- Employee assistance program.
- Discounted Sage software for personal use.
- Virtual social events and team building activities.
- Equipment provided for your home office setup.
How to Apply
Interested candidates are invited to submit their application by clicking the link below. Please ensure your CV and cover letter highlight your relevant experience and why you are passionate about this remote client service role with Sage. We look forward to reviewing your application!