Customer Scheduling Advisor

4 weeks ago

Northampton, United Kingdom Ricoh Full time

What you will be doing

As our business continues to thrive, we now have a requirement for an enthusiastic Customer Scheduling Advisor to be based at our Contact Centre within Ricoh UK`s Prestigious Head Offices in Northampton.

To process customer requests for service assistance by scheduling engineers to attend customers requests, in an effective and professional manner to comply with agreed customer contractual service levels and company procedures. To take ownership for a customer request 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, ensuring Customer service level agreements are met and penalties avoided. To provide outstanding customer service to both external and internal customers through taking calls and responding appropriately by: Offering first level technical assistance using the online knowledge bases provided, in order to offer the fast fix possible and preventing an Engineer call being required,To escalate calls that are unresolved by first level technical assistance to be scheduled an Engineer visit within the required timescales, in order to ensure the Company meets service level agreements,Provide general customer service to ensure all queries are dealt with and where applicable, referring queries to other departments such as Credit Control, to offer the highest level of customer service and to deliver first time resolution. To promote Company initiatives as requested, in order to enhance customer satisfaction and Company performance. To provide the Field Service Manager with communication of the areas activity, including performance, response times and customer escalations, in order for issues to be addressed quickly and efficiently. Adherence to Ricoh Policies and procedures to ensure high quality and efficiencies. Maintains database integrity by ensuring verification of customer information and file maintenance.

You will ideally have

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 Companies customer base, Good geographical knowledge, Negotiation skills, Problem solving skills.

Full training in the range of Ricoh products and services will be provided. 

We receive a high volume of applications for our roles, so we encourage you to apply as soon as possible

In return for your commitment, you can expect

We’re looking for individuals with values and causes, strengths and weaknesses, passions and ideas. Bring your unique energy, and we’ll match it with opportunities to create the future.

In return for your commitment, we can offer you:

working in line with role requirements 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 schemeFlexible retirement planto support your physical, emotional and financial health including Employee Assistance Programme, financial protection, life cover and will writing, medical protection, gym, travel and retail discounts, and more.Company car / car allowance (role-specific), cycle to work scheme Opportunity to join a global company

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