Customer Care Representative

Canon Business Process Services Philippines Inc.; Pateros; On-site; PHP 246,000 - 379,000; Full time

Job summary

Canon Business Services Philippines Inc. is a leading BPO provider with over 20 years in business, delivering tailored IT and process optimisation solutions.

The role focuses on driving a customer-centric culture, building and maintaining relationships, and resolving inquiries across channels including phone, email, and social media. You will respond to requests efficiently, pursue first-call resolutions, and work across multiple systems to enhance service quality.

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.
• Microsoft Outlook, Word, Excel Intermediate level of expertise

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.
• Respond to information requests and find solutions to resolve queries; complete end-to-end case management, aiming for first-call resolution; seek support if needed.
• Receive and respond to information in an omnichannel environment (phone, email, social media) across channels.
• Prioritise and complete allocated work.
• Operate a variety of systems, adjust work sequence to improve efficiency and customer experience.
• Develop personal capabilities by engaging in learning opportunities.
• Support and aid continuous improvement in the Customer Care Centre environment

Job description

About Us

As a market leader in Business Process Optimisation and IT services for over 20 years, Canon BusinessServices Centre Philippines helps organisations optimise, automate, and transform their operations, settingthem up for greater growth. We work collaboratively with customers to get the results they want, deliveringbespoke solutions designed to meet and exceed their business needs, overcoming challenges, and freeingthem up to focus on what sets them apart.We’re trusted by industry leaders because of our dedicated customerfocus, and agile approaches to solving our clients’ key challenges. With a commitment to delivering the bestservice management experience possible, many clients have partnered with us for more than a decade. Thesolutions we deliver are reliable, scalable, and cost-effective, helping customers to not just get ahead but stayahead.When you join Canon Business Services Centre, you’ll find a rewarding culture that values you. You’ll beempowered 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.
• Microsoft Outlook, Word, Excel Intermediate level of expertise

We believe in the power of an inclusive and diverse workforce.We trust you will bring your authentic self to 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 varydepending on the nature of your employment with Canon Group and the country where you work. All applicants must be eligible to work in the country they are applying to at the time of application.

Successful applicants will be notified of next steps.