Customer Services Agent

2 weeks ago

india, IN Sage Full time

About Fyle (Now part of Sage)


Fyle is now part of Sage, a global leader in accounting and business management software. Together, we’re building a global expense management solution that simplifies how businesses track, approve, and reconcile spending.


About the Role

As a Customer Service Agent, you won’t just be answering queries, you’ll be

solving real problems, collaborating cross-functionally, and ensuring our

customers feel heard, valued, and supported. Your mission will be to manage

customer conversations across tickets, chats and calls with care and precision,

ensuring we’re not only meeting timelines but exceeding expectations.

You’ll work closely with product and engineering teams to drive resolution,

provide contextual insights and act as the customer’s internal advocate. If you’re

someone who thrives on variety, enjoys ownership, and believes in meaningful

impact, this role is for you.


Important Job Requirements

1.This is not a pure communication role. You will be responsible for the

resolution, not just the response. Think of yourself as the customer’s

advocate.

2.You’ll be working in a variable shift schedule that rotates quarterly based on

business needs. While we aim for predictability, the majority of shifts will fall

during night hours (aligned to US time zones). There is no guarantee of a fixed

or daytime shift, so flexibility to work across different time slots. Especially

nights is essential for this role.

3.This role comes with a variety. Processes evolve, customer issues vary, and

adaptability is key. If you prefer predictable, repetitive tasks, this role may not

be the right fit.


What we are Looking for:


Communication & Management

  • Excellent written and verbal communication, especially email writing with a

natural, free-hand tone

  • Excels in phone-based communication with exceptional active listening skills.
  • Strong time management: You’re reliable, proactive, and effective while

working independently

  • Deep empathy for the customer with a mindset that prioritizes their experience


Functional skills

  • Process discipline: detail-oriented with 100% follow-through on action items

and procedures.

  • Demonstrated ownership, willing to go the extra mile to solve complex issues
  • High agency, You can make decisions and drive initiatives independently


Tools (Good to have)

Prior experience with tools like Zendesk, Freshdesk, Jira, Intercom, etc.


Who can apply?

Willing to work in North America shift(PST time-zone).


Key Responsibilities:

1.Handle customer queries via support platforms (tickets, live chat and call) with

clarity and empathy

2.Troubleshoot and resolve issues within defined SLAs

3.Collaborate with team members and other departments to ensure timely

resolution

4.Work closely with account management, onboarding, product and engineering

teams to unblock complex cases and ensure delivery on commitments

5.Stay updated on product features to ensure customers receive the most

accurate information

6.Capture and report customer feedback from tickets, chat, NPS, or other

channels

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