Customer Service Representative

4 weeks ago


Northampton, Northamptonshire, United Kingdom Ricoh Full time
Job Summary

We are seeking a highly skilled and motivated 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.
  • Take ownership of customer requests from call receipt to call closure, providing customer updates on response times and troubleshooting based on scheduling systems.
  • Provide outstanding customer service to external and internal customers through taking calls and responding appropriately.
  • Escalate unresolved calls to schedule engineer visits within required timescales to ensure service level agreements are met.
  • Promote Company initiatives to enhance customer satisfaction and Company performance.
  • Communicate activity, performance, response times, and customer escalations to the Field Service Manager 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 for effective communication with internal and external contacts
  • Knowledge of relevant systems and procedures
  • Basic understanding of 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
  • Opportunity to join a global company


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