Customer Care Agent (GTA)

Konica Minolta Business Solutions, U.S.A., Inc.•Mississauga, ON

About The Position

This posting reflects an existing vacancy that we are actively recruiting for. The Customer Care Representative is responsible for providing excellent customer service to both external and internal customers calling and/or emailing in for problem-solving. The KM Customer Care Representative is responsible for providing the best solutions to customers either by maximizing first call resolution or issuing a trouble ticket to the appropriate administrative team.

Requirements

Minimum Grade 12 education
Ability to handle various related items simultaneously
Strong interpersonal and professional telephone communication skills
Excellent listening and attention to detail
Ability to work under pressure
Ability to organize daily tasks to ensure deadlines are met
Proficient in Microsoft Window programs (Outlook, Excel)
Excellent grammar and written communication skills

Nice To Haves

Bilingual (French & English) written/verbal

Responsibilities

Answer all incoming customer calls and emails in a professional manner
Ensure all meter reads are entered in SAP accurately
Monitor trouble tickets to ensure our customers are satisfied with the results
Review and validate new contracts for billing accuracy
Work through daily assigned trouble tickets to ensure appropriate resolution is in place
Exercise First Contact Resolution wherever applicable on customer internal and external contacts
Act as back-up to co-workers during vacations, special projects and other extended leaves
Perform other duties as assigned by the KM Cares Manager or designate
Answer all incoming customer calls in a polite and professional manner
Provide excellent customer service to customers by listening and providing accurate responses
Review and examine customers’ accounts to better facilitate customer issues
Identify and analyze root cause of problem(s) experienced by customers
Provide solution(s) to customer problem(s) as appropriate
Provide written responses to all incoming emails in a timely and professional manner
Ensure all emails are responded to within our customer SLA guidelines
Review thoroughly what the customer email is requesting, and investigate accordingly before responding to customer with a resolution
Process all assigned meter reads daily by entering in SAP accurately and in a timely manner
Analyze all meter reads to determine if reading is accurate to process in SAP or incorrect by comparing to previous billed meter read history
Review new contracts set up in SAP for billing accuracy
Compare and identify potential errors between new contracts in SAP and hard copy contract agreements
Take additional steps to correct any existing contract errors by contacting the appropriate team for correction