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Job Overview
Sage Expense Management is a leading provider of innovative solutions that help businesses streamline and control their financial processes. Our organisation is dedicated to customer success, and we are seeking a professional and enthusiastic Online Chat Representative to join our team.
In this role, you will be the first point of contact for our valued customers, delivering outstanding support and guidance through our online chat platform. You will play a crucial part in ensuring a positive customer experience and upholding our reputation for excellence.
Responsibilities
* Engage with customers in a professional and friendly manner via real-time online chat.
* Provide comprehensive support and clear solutions for issues related to our expense management software, including feature navigation, account queries, and billing.
* Troubleshoot and diagnose technical problems, guiding users through corrective steps to resolve their issues efficiently.
* Maintain detailed and accurate records of all customer interactions and resolutions within our CRM system.
* Escalate unresolved or complex issues to the appropriate internal teams, ensuring a seamless handover and follow-up.
* Develop and maintain a deep understanding of our products and services to provide effective and accurate support.
* Identify customer needs and proactively help customers to use specific features to their full advantage.
* Contribute to the creation and maintenance of our customer-facing knowledge base and support documentation.
Qualifications
* Proven experience in a customer-facing role, ideally within a Software-as-a-Service (SaaS) or technology company.
* Exceptional written communication skills in English, with a keen eye for detail in grammar, punctuation, and spelling.
* Strong typing skills and the ability to effectively manage multiple chat conversations simultaneously.
* Excellent problem-solving and analytical abilities, with a talent for thinking on your feet.
* A high degree of empathy, patience, and professionalism when dealing with customer enquiries.
* The ability to work independently and manage your time effectively in a remote working environment.
* Proficiency in using helpdesk software and CRM systems is essential.
* Previous experience in a financial technology or expense management support role is highly desirable.
* Familiarity with working in a fully remote team structure would be an advantage.