Job Description

Role Title: Customer Service 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




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Key Responsibilities

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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