Senior Contracts & Customer Operations Coordinator

Canon Australia; Philippines; On-site; PHP 446,000 - 670,000; Full time

Job summary

Canon Australia in Philippines is seeking a Senior Contracts Management Coordinator to manage customer interactions, maintain QA standards, and ensure adherence to SOPs, while supporting the Contracts Management team. You will update records, explain charges per procedures, stay current on product knowledge, and escalate issues when needed.

The role requires strong professionalism and a service-oriented approach, with responsibilities including training, back-up coverage for team leads, and

Qualifications

• 18 months or more full-time as a Contracts Management Coordinator.

Responsibilities

• Identify customer's issue and provide available support options.
• Adhere to and demonstrate Quality Monitoring (QA) guidelines.
• Adhere to program's Standard Operating Procedures
• 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.
• When needed, serve as backup for our Contracts Management Coordinators
• Monitor status of email and customer ops queues - Creation, Termination, CM, PR including LMS, RTS
• The Senior Customer Administrator will be responsible for stepping in to cover some of Team Leader’s duties during their absence due to leave or meetings, ensuring smooth and uninterrupted service and operations
• Understanding and sending of EOD Reporting
• Review and handle escalations within the team and external (CDS/NCDS)
• Monitor team attendance
• Bulk Task Delegation
• Understanding of Renewals Reporting and have ability to act when needed
• Training of new hires
• Update of SOP and References
• Undergo cross-training and handle other LOBs (line of business) as assigned by the Team Leader.
• When needed, serve as backup to Team Leader/Process Lead

Job description

Canon Australia in Philippines is seeking a Senior Contracts Management Coordinator to manage customer interactions, maintain QA standards, and ensure adherence to SOPs, while supporting the Contracts Management team. You will update records, explain charges per procedures, stay current on product knowledge, and escalate issues when needed.

The role requires strong professionalism and a service-oriented approach, with responsibilities including training, back-up coverage for team leads, and