Professional Services Consultant at Sage

Job description

Key Responsibilities:

Telephonic Support Responsibilities:

• Provide quality, accurate telephonic and email support to clients
• Presenting of Training Courses (when required)
• Adhere to the set targets and goals of the department
• Go beyond the Customer’s expectations
• Report any product enhancements, suggestions via the pre-set mechanisms and channels
• Be able to interact and adapt to customers of different backgrounds and maintain professionalism
• Have the ability to handle and assist irate customers and assist with queries that the customer might have
• Maintain own admin such as time sheets, sales, etc
• Identify customer needs and upsell other products and services such as onsite consulting, data fixes, add-on modules and new sales
• Follow up on queries logged if they were not resolved first time around and keeping customers informed on progress of their queries
• Effective logging of calls on CRM
• Onsite Consulting Support Responsibilities:
• Achieving monthly targets consistently
• Presenting of Training Courses (when required)
• Work on weekends (if required)
• Keeping an updated knowledge base
• Growing client base consistently
• Going on frequent client visits to keep in touch with customers
• Assisting in presenting road shows and channel functions
• Canvassing for new customers to fill own diary and schedule
• Qualifications & experience required:
• Matric with Mathematics or Maths Literacy
• Relevant BCom degree (an advantage) Previous call centre and client liaison experience in a software environment (an advantage)
• Sage Pastel Payroll & HR Knowledge (an advantage)
• Fully bilingual in English and Afrikaans
• Excellent telephone and email etiquette
• Computer literacy (MS Office)
• Basic understanding of networking and SQL (advantage)
• The successful applicant may be required to travel to customers once they have met certain set requirements, thus needs to have his/her own vehicle and a valid driver’s licence

Competencies required:

• Presentable and a friendly disposition
• Target driven
• Ability to work well under pressure
• Adaptable to change
• Attention to detail
• Client service orientated
• Deadline driven
• Deciding and taking initiative
• Energetic, friendly and dynamic
• Enthusiastic and a self-starter
• Innovative
• Planning and organising
• Must enjoy problem solving
• Team player
• Thrives on challenges