Summary
Do you have a passion for helping customers? Do you take pride in delivering exceptional service? Are you eager to build a rewarding career in customer support? If so, the Customer Support Apprentice role at Sage could be the perfect opportunity for you!
Wage
£14,000 a year
Training course
Customer service practitioner (level 2)
Hours
Monday - Friday Hours to be confirmed Hybrid Working
35 hours a week
Possible start date
Monday 6 October
Duration
1 year
Positions available
10
Work
As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.
What you’ll do at work
* Speaking to our customers to deliver a structured solution with confidence.
* Demonstrate and deliver exceptional problem solving and trouble shooting skills.
* Ability to ask the right questions to gain an understanding of the customer's business.
* Generate leads for our sales department by recommending alternative product/services that could save the customer money and time.
* Think on your feet and quickly research to find an answer for the customer query.
Where you’ll work
C23 - 5 & 6 Cobalt Park Way Cobalt Park
Newcastle Upon Tyne
NE28 9EJ
Training
An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.
College or training organisation
MIDDLESBROUGH COLLEGE
Your training course
Customer service practitioner (level 2)
Equal to GCSE
Course contents
* Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
* Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
* Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
* Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
* Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
* Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
* Demonstrate patience and calmness.
* Show you understand the customer’s point of view.
* Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
* Maintain informative communication during service recovery.
Your training plan
This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.
Requirements
Essential qualifications
GCSE in:
* Five GCSE's (grade 4 or above)
* Maths & English (grade 4 or above)
Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.
Skills
* Communication skills
* IT skills
* Organisation skills
* Can-Do Approach
* High Energy
* Interpersonal Skills
* Pro-Active