Customer Service Representative

Canon Business Service Centre (PHL); Taguig; On-site; PHP 201,000 - 268,000; Full time

Job summary

Canon Business Services Centre Philippines is seeking a Customer Service Administrator to support inbound/outbound calls and email transactions for consumer and business products. The role emphasizes accurate responses, adherence to procedures, and providing a high level of customer service.

Cross-training to other lines of business may be required. Qualified applicants typically have at least a senior high school or college level education, with 6+ months of call handling experience; email/chat

Qualifications

• At least Senior High School or college level.
• 6+ months of full-time call handling experience.
• Email or chat handling experience is an advantage.

Responsibilities

• Attend to customer service/technical enquiries on consumer and business products.
• Respond to customers efficiently and accurately, explaining solutions and ensuring customers feel supported.
• Adhere to QA guidelines and standard operating procedures.
• Update system tools with call transaction details per guidelines.
• Stay current with product knowledge using available resources.
• Escalate issues to Team Leader as needed.

Skills

Customer service

Communication skills

Education

Senior High School or college level

Job description

About Us

As a market leader in Business Process Optimisation and IT services for over 20 years, Canon Business Services Centre Philippines helps organisations optimise, 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.

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.

Essential Duties

To attend to Customer Service/Technical Enquiries on the following but not limited to consumer and business products:

• Digital Cameras
• Digital Video Cameras
• 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.
• 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 Senior High School or College level
• 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 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.