Sage Software has immediate openings for Customer Service Representatives in our Richmond BC office.

The duration of this contract is from Dec 2008 - Feb 2009.

Customer Service Representatives- Associate provides quality Customer Service to customers requiring assistance on product related general inquiries including financial issues, customer satisfaction, and complaint resolution. Customer Service Representatives handle Client calls, Client emails and faxes as well as initiating related paperwork processes. Wherever possible, identifies additional product or training needs the customer may have.

CSR’s Address a full range of customer needs including, additional products and services, as well as acting as the voice of the customer for our organization.

Duties

· Receives and resolves customer inquiries and complaints from Simply Accounting Software, Small Business Division customers with direct telephone contact being the primary method of communication.

· Responds to all e-Mail inquiries.

· Processes all work-in–progress reports, returns, unauthorized returns and charge-back disputes.

· Process all letters for necessary follow-up.

· Generates high satisfaction among customers through exemplary customer service and by meeting customer’s expectations of knowledge, empathy and professionalism.

· Refers higher-level customer service issues, questions or problems to the appropriate Senior Service or Support personnel.

· Meets individual goals and contributes towards departmental goals for quality, productivity, sales, and schedule adherence.

· Updates and maintains customer databases.

· Accurately updates and maintains customer, technical, and enhancement databases.

· Communicates effectively and efficiently in a fast paced, team environment.

· Completes any other duties as assigned to support team or company goals.

Education and Training

Experience:. Strong background in telephone customer service is required, typically 6 months experience is preferred.

An excellent customer service orientation with a proven record of meeting and exceeding metric standards
Basic knowledge of MS Windows operating systems and industry specific business principles are necessary

Education: High School Graduate.

Post secondary Education in related discipline is preferred

A professional telephone manner is essential.