Job Description
Bilingual Customer Service Representative (French & English)
Ricoh Canada Inc. has always been on the forefront of workplace innovation.
Yesterday, that meant creating the first office fax machine, enabling people to work smarter, better and faster than ever before. Today, that means information mobility, which is the ability to capture, manage, access and use the information you need — wherever and whenever you need it — driving the results you want.
As for tomorrow, that vision is already taking shape in our heads and labs, too. And when the workplace begins its next major change, our imagination will help drive it.
From meeting your financial goals to time off, we promote the well-being of our employees and show them they’re valued. Examples of our People–based programs include:
- Wellness
- Flexible Work Options
- Time-Off
- Development
- Rewarding your Efforts
We are looking for a Customer Administrator to join our team; here’s what you will be responsible for:
Assessing the customers’ needs and provide resolutions or options to customers to commit and retain their business, especially to customers who have expressed the desire to cancel their services. The Customer (CST) Administrator is responsible for resolving customer requests or concerns and conveying value propositions to successfully market company products and services.
Duties and Responsibilities
- Take incoming customer calls to address any questions, requests or concerns the customer may have in a professional customer service manner;
- Make outbound calls to provide customers with feedback/resolution;
- Create CRS (Customer Service Ticket) to capture the voice of the customer and to resolve any customer inquiries;
- Conduct research using Ricoh systems (Baan, Lotus Notes, DT search, UCM, SFDC) to provide a resolution to the customer or provide information for quick resolution and response back to customers;
- Correctly assign the CRS to the correct person/department/area;
- Provide the customer with service options to ensure that Ricoh retains their business;
- Maintain the integrity of the information in the CRS system;
- Increase retention of existing customers by increasing customer loyalty through welcome calls and closed loop communication of customer satisfaction surveys;
- Participates in monthly/quarterly LMC meetings;
- Create and generate qualified sales leads when customer is looking to upgrade current equipment, a new customer looking for equipment or an existing customer looking to leave Ricoh;
- Other duties as assigned by manager
Qualifications (Education, Experience and Certification)
- Completion of High School or GED diploma, Post Secondary Education preferred
- Minimum of 2 years of experience in a contact centre environment
Knowledge & Skills
- Fully Bilingual in French and English
- Industry knowledge an asset
- Previous customer retention experience an asset
- Excellent verbal and written communication skills, as well as effective listening skills
- Customer Focused, with excellent negotiation skills, and problem solving skills
- Effective time management skills
- Detail oriented
- Advanced proficiency in the use of MS Office applications
Other Requirements
- Must be available to work between 8:00am and 8:00pm
Why Ricoh?
Wellness
We are committed to providing you with a safe, healthy, and supporting work environment that helps you to achieve your every single day goals both at work and at home. We continuously work to provide you with a well-rounded benefits package and other tools to support you
Flexible Work Options
We recognize that juggling all of the various areas of your life can be difficult. Therefore, we offer flexible work arrangements depending on business needs, which allow you a better work-life balance. These include: flextime, telecommuting, job sharing, and part-time work.
Time-Off
Whether it is to relax on the beach, staycation with your family, or take time for yourself, we offer various time-off programs to support your needs. Some examples include vacation with pay and the option of purchasing additional vacation each calendar year, paid Family, Health & Personal (FHP) Days
Development
We want to help you learn, grow, and achieve your full potential. We offer several programs for you to craft your future with us. The programs include:
- The Ricoh Learning Institute
- Individual Development Plan (IDP)
- Education Assistance Program
Rewarding your Efforts
Our compensation strategy is developed to attract and retain the best employees in the industry. Ricoh offers and contributes to a Retirement Plan (RRSP) and depending on the role, Ricoh also offers other compensation initiatives such as commission and bonus plans.
Ricoh’s “Be The Change” (BTC) Program offers monetary and non-monetary recognition for those who focus and commit to The Ricoh Way.
We are an equal opportunity employer and value diversity at our company.
