Customer Care Representative

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

Job summary

Canon Business Services Centre Philippines seeks a customer care professional to deliver excellent service across channels including phone, email and social media. You will respond to inquiries, resolve issues, and manage end-to-end cases with a focus on first-call resolution where possible.

The role requires strong English communication, a customer-centric mindset, and the ability to work in a dynamic contact centre environment. Employment offers flexible working arrangements where possible.

Qualifications

• Diploma or bachelor’s degree in relevant field is strongly recommended.
• Customer facing and complaint handling experience.
• Contact Centre Experience required
• Demonstrate strong communications skills in English language
• Excellent communicator with a pro-active approach
• Delivery and solutions focused.

Responsibilities

• Drive a professional internal and external Customer Focused culture within the business area and the organisation.
• Establish and maintain key customer relationships through effective communication.
• In a customer centric manner, respond to information requests and find solutions to resolve queries. Complete end-to-end case management, ideally on a first call resolution basis.
• Receive and respond to information in an omnichannel environment (phone, email, and social media) tailoring the communication approach to various channels and customers
• Prioritise and complete allocated work
• Operate a large variety of systems, adjusting work sequence and/or other variables to improve efficiency and provide excellent customer experiences
• Development of personal capabilities by engaging in existing and informal learning opportunities
• Supports, accepts, and aids in the implementation of continuous improvement in the Customer Care Centre environment

Skills

Customer facing

Complaint handling

Contact Centre

English communications

Pro-active

Delivery focus

Education

Diploma/Bachelor’s degree in relevant field

Job description

About Us

As a market leader in Business Process Optimization and IT services for over 20 years, Canon Business Services Centre Philippines helps organizations optimize, automate, and transform their operations, setting them up for greater growth. We work collaboratively with customers to get the results they want, delivering bespoke solutions designed to meet and exceed their business needs, overcoming challenges, and freeing them up to focus on what sets them apart.

We’re trusted by industry leaders because of our dedicated customer focus, and agile approaches to solving our clients’ key challenges. With a commitment to delivering the best service management experience possible, many clients have partnered with us for more than a decade. The solutions we deliver are reliable, scalable, and cost-effective, helping customers to not just get ahead but stay ahead.

When you join Canon Business Services Centre, you’ll find a rewarding culture that values you. You’ll be empowered to focus on your career progression and turn your goals into reality as an integral part of the group’s success.

Essential duties

• Drive a professional internal and external Customer Focused culture within the business area and the organisation.
• Establish and maintain key customer relationships through effective communication.
• In a customer centric manner, respond to information requests and find solutions to resolve queries. Complete end-to-end case management, ideally on a first call resolution basis. Respond to difficult customer queries and if unable to resolve, seek support from the Team Leader.
• Receive and respond to information in an omnichannel environment (i.e., phone, email, and social media) tailoring the communication approach to various channels and customers
• Prioritise and complete allocated work
• Operate a large variety of systems, adjusting work sequence and or ither variables to improve efficiency and provide excellent customer experiences
• Development of personal; capabilities by engaging in existing and informal learning opportunities
• Supports, accepts, and aids in the implementation of continuous improvement in the Customer Care Centre environment

Qualifications

• Diploma or bachelor’s degree in relevant field is strongly recommended. Otherwise, any other basic degree or diploma
• Customer facing and complaint handling experience.
• Contact Centre Experience required
• Demonstrate strong communications skills in English language
• Excellent communicator with a pro-active approach and with a “Can do” mentality.
• Delivery and solutions focused.

We believe in the power of an inclusive and diverse workforce. We trust you will bring your authentic self at work, and we will focus on making sure that together, we make a strong contribution to the broader community in which we operate. Where possible, flexible working arrangements are the norm, as we know a better work-life balance can improve your motivation, performance, and productivity.

As an equal opportunity employer, all applicants will be considered. Benefits/perks may vary depending onthe nature of your employment with Canon Group and the country where you work. All applicants must beeligible to work in the country they are applying to at the time of application.

Successful applicants will be notified of next steps.