Customer Service Representative

Date: 10 Sep 2024

Location: Angeles City, Philippines

Company: Canon

Essential duties:

Customer Service

  • Support team to ensure swift resolution to customer issues.
  • Develop relationship with clients through professional communication.
  • A strong relationship with all customers across multiple levels of business.
  • Complete understanding of client’s SOPs.
  • Ensure emails are answered within the SCS agreed turn-around time.
  • Follow up on KPI’s raised internally/externally within the SCS agreed turn-around time.
  • Develop strong relationships with key customers and SCS Key Account Managers.
  • Provide proactive, best-in-class customer service for all customers.
  • Co-ordinate customer reporting and ensure accurate and on time delivery of reports to customer.
  • Perpetuate a positive, proactive, team-based culture within the Customer Service team through regular and effective communication.

Administration

  • Ensure all work is compliant with all laws, regulations and policies.
  • Succession planning, to ensure your role has adequate substitutes trained.
  • Act as a mentor to others.
  • Daily activities and personal conduct should be professional, and an example of what is expected from staff and in line with SCS values and behaviors.
  • Work to the standards required in the relevant Result Areas as defined in your PAR.
  • Maintain accurate records of work performed to facilitate accurate invoicing of clients and reporting of Key Performance Indicators
  • Assist Site Management with daily tasks as required
  • Assist with site finance tasks
  • Preparation of data for Customer invoicing

Continuous Improvement

  • Work closely with other business areas to improve processes and practices to ensure smooth flow of information and reduction in the number of issues
  • Develop and implement effective systems and maintenance support policies to ensure that high quality service can be consistently achieved.
  • Accept coaching and mentoring from management, learning and developing self with the goal of career progression within the business
  • Embrace training and development opportunities to continually improve industry, product and service knowledge.
  • Participate in forums to generate ideas and suggestions for improvement and help to test those improvements in own work area.

Qualifications:

  • Strong customer service orientation
  • Competent financial and business analysis skills
  • Highly organized and able to juggle competing priorities effectively
  • Ability to attend to detail
  • Effective time management and self-discipline
  • Strong numerical and literacy skills
  • Able to demonstrate the highest level of confidentiality
  • Customer relations skills
  • Sound interpersonal and communication skills, both oral and written
  • Ability to establish and maintain effective rapport with personnel at all levels.