Job Description

Primary Job Functions:

• Identify customer's issue and provide available support options.
• Adhere to and demonstrate Quality Monitoring (QA) guidelines.
• Adhere to program's Standard Operating Procedures
• 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.
• When needed, serve as backup for our Contracts Management Coordinators
• Monitor status of email and customer ops queues - Creation, Termination, CM, PR
including LMS, RTS
• The Senior Customer Administrator will be responsible for stepping in to cover some
of Team Leader’s duties during their absence due to leave or meetings, ensuring
smooth and uninterrupted service and operations
• Understanding and sending of EOD Reporting
• Review and handle escalations within the team and external (CDS/NCDS)
• Monitor team attendance
• Bulk Task Delegation
• Understanding of Renewals Reporting and have ability to act when needed
• Training of new hires
• Update of SOP and References
• Undergo cross-training and handle other LOBs (line of business) as assigned by the
Team Leader.
• When needed, serve as backup to Team Leader/Process Lead

Qualifications

• 18 months or more full-time as a Contracts Management Coordinator.