The Customer Service Representative (CSR) plays a critical role in supporting Sage’s commitment to delivering exceptional customer experiences. The position contributes to the company’s overall goals by ensuring accurate and timely processing of subscriptions, book and journal orders, and customer queries.
The CSR is responsible for handling electronic and manual order processing, managing claims, and responding to customer inquiries efficiently. By maintaining high service standards, adhering to SLAs, and ensuring operational accuracy, the role directly enhances customer satisfaction, retention, and operational excellence.
KEY ACCOUNTABILITIES
Process incoming customer orders, subscriptions, and queries with high accuracy and efficiency
Handle customer interactions via phone, email, and chat channels professionally
Ensure timely resolution of customer inquiries while adhering to defined SLAs
Deliver excellent customer experience through active listening, empathy, and solution-oriented communication
Accurately process electronic orders and demonstrate proficiency in mail batching processes
Maintain strong knowledge of business applications, systems, and operational procedures
Prepare and maintain daily productivity and performance reports
Ensure all documentation, reports, and process manuals are up-to-date
Participate in continuous improvement initiatives to enhance service quality and efficiency
Contribute to process documentation and optimization efforts
Provide support across different operational verticals, promoting a “One Team” culture
Actively participate in customer experience enhancement initiatives
Follow standard operating procedures and escalation frameworks
Ensure accuracy, data integrity, and compliance in all customer interactions
SKILLS, QUALIFICATIONS & EXPERIENCE
Strong verbal and written communication skills
Excellent problem-solving and analytical abilities
High adaptability and flexibility in a dynamic work environment
Proficiency in MS Office tools, especially Excel
Working knowledge of customer service platforms and business applications
Bachelor’s degree in any discipline
2–4 years of experience in customer service or operations role
Sage is a global academic publisher of books, journals, and library resources with a growing range of technologies to enable discovery, access, and engagement. Believing that research and education are critical in shaping society, 24-year-old Sara Miller McCune founded Sage in 1965. Today, we are controlled by a group of trustees charged with maintaining our independence and mission indefinitely.
Driven by the belief that social and behavioral science has the power to improve society, we focus on publishing impactful research and enabling robust research methodology. We produce high-quality educational resources that support instructors to prepare the citizens, policymakers, educators and researchers of the future.
Sage is committed to building an inclusive organization where all individuals are treated with fairness and respect, regardless of age, ability, gender, marriage and partnership status, pregnancy and parental responsibilities, race, religion and belief, socio-economic background, or sexual orientation.
Diversity is one of the cornerstones of a vibrant culture and we are undertaking work to build a Sage that is more equitable and representative of the communities we serve and of which we are part.
As well as driving change within Sage, we are also passionate about supporting diversity, equity and inclusion in wider society through our publishing activities. To find out more, visit www.sagepub.com/about-us/our-impact/dei
For contact and support, visit https://solutions.sagepub.com/support/home
