Senior Representative-Customer Services

Job Purpose / Key Objectives

How the Role Contributes to Sage’s Goals

The Customer Service Representative (CSR) plays a critical role in delivering Sage’s commitment to exceptional customer experience. This position ensures timely, accurate, and customer‑focused handling of subscription orders, book/journal transactions, claims, and inquiries. By maintaining high service standards, resolving issues effectively, and supporting process improvements, the CSR directly contributes to customer satisfaction, retention, and operational excellence.

Key Accountabilities

Core Responsibilities

• Accurately and efficiently process incoming customer orders, claims, and inquiries across multiple channels.
• Manage and respond to customer phone calls with professionalism and empathy.
• Deliver an excellent customer experience through active listening, adherence to SOPs, SLA compliance, and timely escalation of complex issues.
• Maintain strong working knowledge of all relevant business applications and customer service systems.
• Execute electronic order processing and manage mail batching processes proficiently.
• Support additional customer service operations as assigned, contributing to a unified “One Team” approach across verticals.
• Participate in continuous improvement initiatives and assist in developing/updating process documentation.
• Prepare daily productivity and performance reports as required.
• Keep operational reports, manuals, and documentation accurate and up to date.
• Contribute to company‑wide customer experience enhancement projects.
  
  

Skills, Qualifications & Experience

Functional Knowledge & Skills

• Strong adaptability and ability to work in a dynamic environment.
• Excellent written and verbal communication skills.
• Effective problem‑solving and customer‑handling capabilities.
• Computer literacy with proficiency in MS Excel and other Microsoft Office applications.
• Ability to manage multiple tasks with accuracy and attention to detail.
  
  

Qualifications & Experience

• Bachelor’s degree in any discipline.
• 2–4 years of experience in customer service or related operational roles.
  
  

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.

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