Bilingual (French and English) Customer Administrator
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:
- 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
Nous sommes à la recherche d'un administrateur de clients pour se joindre à notre équipe; voici les responsabilités de ce poste :
Évaluer les besoins des clients et fournir des solutions ou des options aux clients afin de pouvoir continuer à faire affaire avec eux, surtout aux clients qui ont exprimé un désir d'annuler leurs services. L'administrateur de clients (CST) est responsable de résoudre toute demande ou préoccupation des clients et de communiquer les propositions de valeur afin de commercialiser avec succès les services et les produits de l'entreprise.
Tâches et Responsabilités :
- Prendre les appels entrants des clients pour aborder les problèmes, demandes ou préoccupations de ces clients de façon professionnelle;
- Faire des appels sortants pour fournir aux clients de la rétroaction/résolutions;
- Créer un billet dans le système CRS pour saisir la voix du client et traiter toute demande des clients;
- Effectuer des recherches en utilisant les systèmes Ricoh (Baan, Lotus Notes, DT search, UCM, SFDC) pour fournir une résolution au client ou fournir de l'information pour la résolution et la communication rapide auprès des clients;
- Assigner de façon appropriée le CRS à la bonne personne/service/domaine;
- Offrir au client des options de service pour assurer que Ricoh conserve le compte;
- Maintenir l'intégrité de l'information dans le système CRS;
- Augmenter la rétention des clients existants en augmentant la fidélisation des clients au moyen d'appels de bienvenue et de la communication des sondages de satisfaction des clients;
- Participer aux réunions mensuelles/trimestrielles du conseil de gestion;
- Créer et générer des pistes de vente admissibles lorsqu'un client cherche à mettre à niveau son équipement actuel, un nouveau client cherche de l'équipement ou un client actuel songe à quitter Ricoh;
- D'autres tâches, telles qu'assignées par son superviseur.
Qualifications :
- Diplôme d'études secondaires de formation générale; études postsecondaires de préférence
- Minimum de trois années d'expérience dans un environnement de centre d'appels
Connaissances et aptitudes
- Bilinguisme (français/anglais)
- Connaissances de l'industrie un atout
- Expérience dans la rétention des clients un atout
- Excellentes compétences en communication orale et à l'écrit, ainsi que des aptitudes d'écoute efficaces
- Orientation client avec excellentes compétences en négociation et en résolution de problèmes
- Compétences de gestion du temps efficace
- Minutie
- Connaissances avancées de l'utilisation des applications MS Office
Autres exigences
- Doit être disponible pour travailler entre 8 h et 20 h
About Us
Come Create at Ricoh:
If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.
Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.
Invest in Yourself:
At Ricoh, you can:
- 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.
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