Customer Services Agent

Company: Sage

Location: Johannesburg, Gauteng

Posted: 2025‑11‑21

Application Deadline: Open until filled

About the Role

As a Customer Services Agent at Sage you will provide expert, high‑impact support to Sage 50c Pastel Partner and Xpress Accounting customers. Your work will help customers clarify their issues, isolate root causes, and recommend practical solutions that minimise disruption to their live systems. You will also support advisors, partners and alliances by resolving complex technical challenges and sharing product expertise.

Work schedule: 3 days per week from our Johannesburg office (hybrid working is available).

Key Responsibilities

• Resolve complex escalations from Customer Support and other stakeholders.
• Communicate product updates, releases and bug fixes in a timely, accurate manner.
• Identify root causes of software or system issues using advanced analysis and testing techniques.
• Monitor trend of customer issues to deliver proactive communication, early warning insights and customer education.
• Contribute to digital transformation initiatives to improve efficiencies and enhance online support platforms.
• Log software bugs and enhancement requests, ensuring timely resolution and clear tracking.
• Collaborate with internal teams and external partners to achieve high‑quality support outcomes.
• Identify opportunities to increase customer self‑sufficiency and reduce time to resolution.
• Prioritise workload effectively, especially during resource changes, to deliver the best outcomes for customers, colleagues and the organisation.
• Stay current on product, technical and business knowledge across all assigned applications.
• Participate in internal projects such as product enhancements, training development, knowledge management and service improvement initiatives.
• Identify product knowledge gaps and partner with managers and training teams to close them.
• Provide flexible support across multiple customer service products on a demand‑driven basis.
• Build a deep understanding of customer requirements and business processes.
• Investigate queries methodically and systematically to narrow down root causes.
• Prepare clear, structured responses that outline fixes step‑by‑step.
• Log all customer interactions and case events accurately in the internal CRM.
• Manage time, availability and productivity within defined benchmarks to optimise team capacity.
• Promote post‑call surveys and work towards continuous service quality improvement.
• Grow product knowledge and elevate customer service excellence.
• Adhere to all internal policies, protocols and escalation processes.

Essential Skills and Experience

• Product certification on Sage 50c Pastel Partner / Xpress Accounting.
• Strong understanding of support platforms and customer experience best practices.
• Exceptional technical writing and communication skills.
• Ability to follow structured work schedules and manage time efficiently.
• Strong analytical, troubleshooting and problem‑solving abilities.
• Skilled in active listening and asking meaningful diagnostic questions.
• Ability to simplify complex business processes into easy steps.
• Quick learner who can apply technical knowledge and follow policies.
• Comfortable handling difficult conversations professionally and empathetically.
• Can work independently with minimal supervision and manage uncertainty.
• Strict adherence to escalation protocols within Customer Support.

Technical Competencies

• Relevant industry experience is an advantage.
• Excellent written and verbal communication skills.
• Strong customer interaction and professional client engagement skills.

Behavioural Competencies

• Action oriented
• Resilient under pressure
• Communicates effectively
• Customer‑centric mindset
• Demonstrates self‑awareness
• Accountable and owns responsibilities
• Builds and maintains trust
• Resourceful and solution‑driven
• Adaptable to different situations
• Appreciates and values differences
• Growth mindset
• Innovative and improvement focused

Qualifications and Experience

• BCom Degree or equivalent NQF6 qualification preferred.
• Matric is essential.
• Certification in Sage 50c Pastel Partner / Xpress Accounting.
• Ability to identify and adapt to different communication styles.
• 1–2 years of call centre or customer support experience.

Company Benefits

• Work away scheme for up to 10 weeks a year.
• Life Insurance: 2× annual salary (flex up to 6×).
• Income Protection: 75% of monthly risk salary if unable to work due to long‑term sickness.
• Critical Illness cover: Lump sum on diagnosis.
• Funeral Assistance for spouse, children or dependents.
• Provident Fund: Retirement fund with option to increase contributions 5%‑15% in 2.5% increments.
• Medical aid subsidy: R2,400 per month (Discovery or Bonitas).
• Sage Academy leave: Ongoing training + 5 paid days per year for learning.
• Annual leave: 15 days for fixed‑term, 20 days for permanent (increases with seniority).
• Sick leave: 30 days over a 3‑year cycle.
• Family responsibility & religious leave: 6 days combined.
• Sports leave: 5 or 10 days based on representation.
• Paid 5 days per year to volunteer through Sage Foundation.
• Employee Assistance Programme: free, 24/7 short‑term counselling and support.
• Flexible work patterns and hybrid working.

How to Apply

To apply for this job, please visit sagehr.my.salesforce-sites.com.