Customer Service Administrator

Canon New Zealand; Philippines; On-site; PHP 180,000 - 240,000; Full time

Benefits offered by this job

Flexible working arrangements

Job summary

Canon Business Services Centre Philippines is seeking a Customer Service Administrator to support inbound and outbound calls as well as email transactions. You will handle customer inquiries on consumer and business products, process orders, and ensure quality guidelines are followed.

The role requires at least a high school diploma and 6 months of call handling experience; email or chat handling is an advantage.

Qualifications

• High school diploma required.
• 6+ months full-time call handling experience preferred.
• Experience with email or chat handling is an advantage.

Responsibilities

• Handle inbound and outbound calls and email transactions.
• Process customer orders and respond to service/technical inquiries.
• Maintain QA standards and accurate call documentation.
• Prepare daily reports and participate in team discussions of order analysis and backorders.
• Stay updated with product knowledge and escalate issues when needed.

Skills

Customer service skills

Communication skills

Education

High school diploma

Tools

Email handling

Chat handling

Job description

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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 customer focus, and agile approaches to solvingour clients’ key challenges. With a commitment to delivering the best service management experiencepossible, 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 beempowered to focus on your career progression and turn your goals into reality as an integral part of thegroup’s success.

About the role

The Customer Service Administrator will support Inbound and Outbound Calls and Email transactions. There may be additional support for Chat if deemed necessary.

To process customer’s orders, attend to Customer Service/Technical Enquiries on the following but not limited to consumer and business products:

• Printers
• Faxes and Scanners
• Calculators
• Binoculars
• Accessories and consumable items

The role will be assigned the following responsibilities:

• Adhere to the program's Standard Operating Procedures
• Identify customer's concern/s and provide available resolution using the programs' tools.
• Responding efficiently and accurately to customers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Prepare the reports and spearhead the daily rhythm to discuss the following:
  • CIS NZ Order Analysis
  • Backorder Items
• Adhere to Quality Monitoring (QA) guidelines.
• Demonstrate a high level of professionalism and strong customer service skills.
• Update the system tools with the details of each call transaction in accordance with the quality guidelines.
• Regularly stay updated with the latest product knowledge using available resources.
• Escalate customer concerns if deemed necessary to Team Leader or next manager in line of escalation.
• Create a positive impression of Canon whenever interacting with customers.
• Undertake any Ad Hoc project or assignments assigned by Team Leader.
• Adhering to all company policies and procedures.
• Willingness to be cross trained to other LOB process in case a need to support other LOB arise.

Qualifications

• With at least a high school diploma.
• 6 months or more full-time call handling experience.
• With email or chat handling experience is an advantage.

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 vary depending on thenature of your employment with Canon Group and the country where you work.

All applicants must be eligibleto work in the country they are applying to at the time of application.