Customer Services Agent

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 1 Excellent written and verbal communication especially email writing with a natural free-hand tone 2 Excels in phone-based communication with exceptional active listening skills 3 Strong time management You re reliable proactive and effective while working independently 4 Deep empathy for the customer with a mindset that prioritizes their experience Functional skills 1 Process discipline detail-oriented with 100 follow-through on action items and procedures 2 Demonstrated ownership willing to go the extra mile to solve complex issues 3 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 1-2 years of relevant professional experience in customer support role Eager to learn adaptable and motivated to grow into a support role LI-AN1 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 LI-AN1 Function Customer Operations Country India Office Location Bangalore Work Place type Hybrid Advert Working at Sage means you re supporting millions of small and medium sized businesses globally with technology to work faster and smarter We leverage the future of AI meaning business owners spend less time doing routine tasks like entering invoices and generating reports and more time pursuing their ambitions Our colleagues are the best of the best It s why we were awarded 2024 Best Places to Work by Glassdoor Because to achieve extraordinary outcomes we need extraordinary teams This means infusing Sage with people who knock down barriers continuously innovate and want to experience their potential Learn more about working at Sage Watch a video about our culture We celebrate individuality and welcome you to join us if you embrace all backgrounds identities beliefs and ways of working If you need support applying reach out at Learn more about DEI at Sage