Job Description

Essential duties

The Contracts Management Coordinator will support Inbound/Outbound Email and Inbound/Outbound Phone transactions falling to but not limited to the following categories below:

• Service Contract Creation
• Service Contract Status enquiries
• Service Contract/Consumable invoice enquiries
• Service Contract terminations
• Service Contract Renewals/Extensions
• Service Contract Updates
• Service Contract Novations
• Bill & Ship to Creation/Updates
• Consumable Returns
• BP Contract Exceptions Report
• Contract Exceptions Report
• Overbilling Hold Management
• Manual Credit and Debits
• Bulk Meter Reads Upload
• WMR Contact Creation and Update
• New Account Creation

Primary Job Functions:

• Identify customer's issue and provide available support options.
• Adhere to and demonstrate Quality Monitoring (QA) guidelines.
• 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 escalate 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.
• Undergo cross-training and handle other LOBs (line of business) as assigned by the Team Leader.

Qualifications

• 6 months or more full-time call handling or email handling experience.
• Back Office Experience (B2B)

Skill Sets

• Excellent in written and verbal communication skills
• Keyboarding Skills – Ability to type accurately and efficiently
• Active listening and good comprehension skills
• Phone and Email System – Ability to log into and utilize the Vendor phone and email system sufficient to meet the service level requirements
• Tools and Desktop Systems – Ability to adequately use the required e-mail, database any other required tools specific to the supported product set
• Product Knowledge – Demonstrated understanding of product being supported
• Policy and Procedures – Demonstrated understanding of policies, e.g. Code of Business Conduct and procedures for the handling and escalation of service requests
• Customer Service Skills – Demonstrated ability to meet and exceed customer satisfaction targets as what is prescribed.
• Familiar with basic Excel operations