Support Consultant

Description du poste:

We are looking for a candidate who fits into the Customer Services Department and can support, advise, and assist Sage partners and users in this area. The candidate will develop solutions tailored to clients' needs, providing excellent service to users of Sage solutions.

*** Please note that this role is hybrid and will require you to work 3 days a week from our Oporto, Portugal office. ***
Responsibilities include:
* Answer the questions received via telephone, as well as received via live-chat or email;
* Ensure effective communication of Customer related issues as required;
* Be able to quickly identify situations that require special information and direct customers to the appropriate decision centers in each case;
* Manage and organise own workload to ensure that problems are solved in line with client expectations;
* Anticipate and address potential client issues and work closely with key stakeholders on the development of products and services for customers;
* Complaint management;
* Understand market requirements to establish, maintain and enhance customer relationships;
* Promote and encourage customers to share feedback that enables us to continuously improve our services, products and processes;
* Use different contact center tools and applications, as well as internal systems information;
* Work as part of a European team to meet personal, team and organisational targets ensuring that the high working practices of the Services department are maintained and be actively involved in identifying improvements as appropriate.

Health and Safety Responsibilities
- Fostering the safety culture by leading with your own example.
- Following established safety procedures and promptly reporting potential hazards to maintain a secure and efficient workplace.
- Participating in safety training sessions and adhering to preventive guidelines and procedures to minimize risks and protect yourself and your colleagues.

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