Contracts Management Coordinator

Canon Australia; Philippines; On-site; PHP 223,000 - 357,000; Full time

Job summary

Canon Australia is seeking a Contracts Management Coordinator in the Philippines to support inbound/outbound email and phone transactions. You will identify customer issues, provide options, and ensure issues are escalated when needed, while maintaining Canon’s high service standards.

The role emphasizes QA adherence, up-to-date product knowledge, and professional customer interactions, with opportunities to cross-train across lines of business.

Qualifications

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

Responsibilities

• Identify customer's issue and provide available support options.
• Adhere to and demonstrate QA guidelines.
• Demonstrate a high level of professionalism and strong customer service orientation.
• Update Call / Email Management database with details on each customer call.
• Outline any charges and guidelines to customers per client procedures.
• Stay updated with product knowledge and technical skills.
• Elevate issues to Team Leader when required.
• Create a positive impression on Canon in every customer interaction.
• Undertake Ad Hoc projects or assignments as directed by Team Leader.
• Cross-train and handle other lines of business as assigned.

Skills

Customer service

Call handling

Email handling

Professionalism

Job description

Job Description - Contracts Management Coordinator

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

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 elevate 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)