Experience
1 - 2 yrs
Job Location
Bengaluru, India
Vacancy
1
Designation
Customer Service Agent
Job Type
Not specified
Job Description
About Fyle (Now part of Sage)
Fyle is now part of Sage, a global leader in accounting and business management software
Together, were building a global expense management solution that simplifies how businesses track, approve, and reconcile spending, About The Role
As a Customer Service Agent, you wont just be answering queries, Youll 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 were not only meeting timelines but exceeding expectations, Youll work closely with product and engineering teams to drive resolution,
provide contextual insights, and act as the customers internal advocate
If youre
someone who thrives on variety, enjoys ownership, and believes in meaningful
impact, this role is for you, Important Job Requirements
This is not a pure communication role
You will be responsible for the
resolution, not just the response
Think of yourself as the customers
advocate, Youll 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, 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: Youre 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), 1-2 years of relevant professional experience in customer support role
Eager to learn, adaptable, and motivated to grow into a support role
Handle customer queries via support platforms (tickets, live chat and call) with
clarity and empathy
Troubleshoot and resolve issues within defined SLAs
Collaborate with team members and other departments to ensure timely
resolution
Work closely with account management, onboarding, product and engineering
teams to unblock complex cases and ensure delivery on commitments
Stay updated on product features to ensure customers receive the most
accurate information
Capture and report customer feedback from tickets, chat, NPS, or other
channels
Show more Show less
Fyle is now part of Sage, a global leader in accounting and business management software
Together, were building a global expense management solution that simplifies how businesses track, approve, and reconcile spending, About The Role
As a Customer Service Agent, you wont just be answering queries, Youll 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 were not only meeting timelines but exceeding expectations, Youll work closely with product and engineering teams to drive resolution,
provide contextual insights, and act as the customers internal advocate
If youre
someone who thrives on variety, enjoys ownership, and believes in meaningful
impact, this role is for you, Important Job Requirements
This is not a pure communication role
You will be responsible for the
resolution, not just the response
Think of yourself as the customers
advocate, Youll 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, 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: Youre 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), 1-2 years of relevant professional experience in customer support role
Eager to learn, adaptable, and motivated to grow into a support role
Handle customer queries via support platforms (tickets, live chat and call) with
clarity and empathy
Troubleshoot and resolve issues within defined SLAs
Collaborate with team members and other departments to ensure timely
resolution
Work closely with account management, onboarding, product and engineering
teams to unblock complex cases and ensure delivery on commitments
Stay updated on product features to ensure customers receive the most
accurate information
Capture and report customer feedback from tickets, chat, NPS, or other
channels
Show more Show less
No Referrers Available
There are currently no referrers available for this job. You can still apply, will let you know once there is any referrer available.