Contracts Management Coordinator

Canon Business Process Services Philippines Inc.; Pateros; On-site; PHP 279,000 - 391,000; Full time

Job summary

Canon Business Process Services Philippines Inc. is seeking a Contracts Management Coordinator to support inbound/outbound email and phone transactions related to service contracts and related tasks.

The role involves creating/updating contracts, handling renewals/terminations, invoicing inquiries, and maintaining QA standards while delivering professional customer service to clients.

Qualifications

• 6+ months of full-time call or email handling experience.
• Back Office experience in a B2B environment.

Responsibilities

• Identify customer's issue and provide available support options.
• Adhere to Quality Monitoring guidelines.
• Demonstrate a high level of professionalism and strong customer service orientation.
• Update Call / Email Management database with details on each customer call in accordance with client procedures.
• Outline any charges and or guidelines to customers in accordance with client procedures.
• Regularly stay updated with the latest product knowledge and technical skills using available resources.
• When required, to escape issues outside of service boundaries to Team Leader.
• Take responsibility to ensure customers experience with Canon exceed expectations.
• Create a positive impression on Canon whenever interacting with customers.
• Undertake any Ad Hoc project or assignments assigned by Team Leader.
• Update the record if necessary and verify if information is correct through internal/ external tools.
• Undergo cross-training and handle other LOBs (line of business) as assigned by the Team Leader.

Skills

Call/email handling

Back Office

Job description

Essential Duties

The Contracts Management Coordinator will support Inbound/Outbound Email and Inbound/Outbound Phone transactions falling to but not limited to the following categories below:

• Service Contract Creation
• Service Contract Status enquiries
• Service Contract/Consumable invoice enquiries
• Service Contract terminations
• Service Contract Renewals/Extensions
• Service Contract Updates
• Service Contract Novations
• Bill & Ship to Creation/Updates
• Consumable Returns
• BP Contract Exceptions Report
• Contract Exceptions Report
• Overbilling Hold Management
• Manual Credit and Debits
• Bulk Meter Reads Upload
• WMR Contact Creation and Update
• New Account Creation

Primary Job Functions:

• Identify customer's issue and provide available support options.
• Adhere to and demonstrate Quality Monitoring (QA) guidelines.
• Demonstrate a high level of professionalism and strong customer service orientation.
• Update Call / Email Management database with details on each customer call in accordance with client procedures.
• Outline any charges and or guidelines to customers in accordance with client procedures.
• Regularly stay updated with the latest product knowledge and technical skills using available resources.
• When required, to escape issues outside of service boundaries to Team Leader.
• Take responsibility to ensure customers experience with Canon exceed expectations.
• Create a positive impression on Canon whenever interacting with customers.
• Undertake any Ad Hoc project or assignments assigned by Team Leader.
• Update the record if necessary and verify if information is correct through internal/ external tools.
• Undergo cross-training and handle other LOBs (line of business) as assigned by the Team Leader.

Qualifications

• 6 months or more full-time call handling or email handling experience.
• Back Office Experience (B2B)