administrateur de clients / Customer Administrator

Ricoh • Canada,

3d • CA$36,600 - CA$45,000 • Onsite

About The Position

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.

Requirements

• Completion of High School or GED diploma, Post Secondary Education preferred
• Minimum of 2 years of experience in a contact centre environment
• 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
• Must be available to work between 8:00am and 8:00pm

Nice To Haves

• Industry knowledge an asset
• Previous customer retention experience an asset

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

Benefits

• Select the medical, dental, life, and disability insurance coverage that fits your needs.
• Contribute to your financial security with Ricoh Canada’s Retirement plan, with company matching contributions.
• Augment your education with team member tuition assistance programs.
• Enjoy paid vacation time and paid holidays annually.
• Tap into many other benefits to enhance your health, wellness such and ongoing personal and professional development.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED