Contracts Management Coordinator

Canon New Zealand; Philippines; On-site; PHP 240,000 - 320,000; Full time

Job summary

Canon New Zealand in the Philippines is seeking a Contracts Management Coordinator to support inbound/outbound email and phone transactions. You will identify customer issues, explain available options, and update case records according to client procedures.

With at least six months of call or email handling experience and back-office B2B exposure, you will follow QA guidelines, escalate when needed, and help Canon exceed customer expectations in every interaction.

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 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.
• Escalate issues outside of service boundaries to Team Leader as required.
• Take responsibility to ensure customers’ experience with Canon exceeds 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 information through internal/external tools.
• Undergo cross-training and handle other LOBs as assigned by the Team Leader.

Skills

Call handling

Email handling

Customer service

Job description

Select how often (in days) to receive an alert:

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 escalata 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)