Customer Service Representative
17 hours ago
About the Role
We are seeking a highly skilled and enthusiastic Customer Scheduling Advisor to join our team at Ricoh UK's Contact Centre in Northampton.
Key Responsibilities
- Process customer requests for service assistance by scheduling engineers to attend customer requests in an effective and professional manner to comply with agreed customer contractual service levels and company procedures.
- Take ownership of customer requests for technical assistance from call receipt to call closure, including providing customer updates on response times, troubleshooting based on the systems scheduling, and dealing with engineer queries to ensure customer service level agreements are met and penalties avoided.
- Provide outstanding customer service to both external and internal customers through taking calls and responding appropriately by offering first-level technical assistance using online knowledge bases, escalating unresolved calls to engineer visits within required timescales, and providing general customer service to ensure all queries are dealt with.
- Promote company initiatives as requested to enhance customer satisfaction and company performance.
- Communicate with the Field Service Manager on areas of activity, including performance, response times, and customer escalations, to address issues quickly and efficiently.
- Adhere to Ricoh policies and procedures to ensure high quality and efficiencies.
- Maintain database integrity by verifying customer information and file maintenance.
Requirements
- Good telephone manner
- Excellent customer handling skills
- Written communication skills to enable effective communication with internal and external contacts
- Knowledge of relevant systems and procedures
- Basic understanding of the Ricoh and non-Ricoh product ranges
- Commercial awareness of the company's customer base
- Good geographical knowledge
- Negotiation skills
- Problem-solving skills
What We Offer
- An excellent package with solid basic, strong bonus, and company benefits including a competitive holiday entitlement, two days special leave per annum for volunteering, additional holiday purchase scheme, flexible retirement plan, and more
- Opportunity to join a global company
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