Contracts Management Coordinator

Canon Australia; Taguig; On-site; PHP 335,000 - 558,000; Full time

Job summary

Canon Australia is seeking a Contracts Management Coordinator in the Philippines to support inbound/outbound email and phone transactions across service contracts, billing and ship-to records, consumables returns, and contract status inquiries.

You will follow QA guidelines, update databases with each interaction, clearly outline charges or guidelines to customers, and escalate complex issues to the Team Leader to maintain a high standard of service.

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.
• 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 as assigned by the Team Leader.

Skills

Call handling

Email handling

Back Office Experience

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 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
• Manual Credit and Debits
• Bulk Meter Reads Upload
• WMR Contact Creation and Update
• New Account Creation

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 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 as assigned by the Team Leader.

Qualifications

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