• CLIENT SUPPORT REPRESENTATIVE I

    Posted Date 6 days ago(4/16/2018 8:14 AM)
    Requisition ID
    2018-3891
    # of Openings
    1
    Category (Portal Searching)
    Other
  • Responsibilities

    GENERAL RESPONSIBILITIES:

     

    • Places service and supply calls for the customers in North America.
    • Proactively makes follow up with the customer and the service provider and ensures that the call has been resolved immediately. (Start to Finish Monitoring)
    • Serves as liaison officer in managing assigned MPS accounts.
    • Escalates service delays to the equipment vendor management.
    • Identifies potential problem devices and informs and provides upper management with a detailed service history.
    • Monitors Scan Alert emails and reaches out to the customers and inquire if service or supply is needed.
    • Monitors Scan Alert emails and proactively place either a supply or service calls, depending on how the customer/ client is set-up.
    • Collects meter readings from non-network devices that are managed by the team for MPS customers.
    • Adds and encodes data to customer billing worksheets and report.
    • Managers the accuracy of E-A ( E-automate):
    • Insures that the customer’s information is current and accurate.
    • Insures that the individual user’s records are current and accurate.
    • Provides “sustainability” (recycling) program information to clients/ supply requestors.
    • Serves as a point of contact for assigned or specific accounts.

     

    And, as expected of every employee of Canon Business Process Services Philippines, Inc. (CBPSP), the Client Support Representative I is expected to:

     

    • Maintain or exceed CBPS’ quality standards for all assigned tasks.
    • Demonstrate commitment and enthusiasm to exceed client expectations.
    • Conduct behavior in a professional manner, consistent with normal business practices.
    • Protect the confidentiality, integrity and availability of sensitive information, in line with the Information Security policy of the organization.
    • Adhere to all CBPS’ policies and procedures.

    Qualifications

    EDUCATION

    ·        College Graduate (Mass Communication, Computer Science or any business related courses)

    EXPERIENCE NECESSARY

    ·        Six months to one year call center experience

    EQUIPMENT KNOWLEDGE

    ·        Experience in customer service/technical support, proficient in Microsoft Office ( Excel, MS Word, Power Point)

    COMPUTER SKILLS

    ·        Adept in using Oracle, Salesforce, CRM, MS Office

    BASIC QUALIFICATIONS

    ·        Demonstrated customer care/service orientation skills

    ·        Good communication and listening skills

    ·        Proficient in English (both written and oral)

    ·        Detail Oriented

    ·        Willing to work on night shift schedule.

    ·        Has a can do attitude.

    ·        Computer literate.

    ·        Good attendance background

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