Customer Care Representative

About Us 

As a market leader in Business Process Optimisation and IT services for over 20 years, Canon Business Services ANZ helps organisations optimise, automate, and transform their operations, setting them up for greater growth. We work collaboratively with customers to get the results they want, delivering bespoke solutions designed to meet and exceed their business needs, overcoming challenges, and freeing them up to focus on what sets them apart. 

We're trusted by industry leaders because of our dedicated customer focus, and agile approaches to solving our clients' key challenges. With a commitment to delivering the best service management experience possible, many clients have partnered with us for more than a decade. The solutions we deliver are reliable, scalable, and cost-effective, helping customers to not just get ahead but stay ahead.  

When you join Canon Business Services ANZ, you'll find a rewarding culture that values you. You'll be empowered to focus on your career progression and turn your goals into reality as an integral part of the group's success 

About the role 

The Customer Care Representative plays a key role in delivering exceptional customer experiences within the Canon Business Services (CBS) Operations team. This role involves working closely with both internal teams and external partners to ensure clear and professional communication that enhances customer satisfaction. You will be responsible for maintaining established processes while also identifying opportunities for continuous improvement, contributing to a high-performance culture and supporting the ongoing success of our market-leading operations. 

Primary responsibilities: 

• Respond to customer inquiries via phone, email, helpdesk, and written communication 

• Monitor and manage the client helpdesk, resolving issues promptly and professionally 

• Weekly, fortnightly, and monthly reporting on client feedback and requirements 

• Maintain a strong understanding of CBS products and services 

• Collaborate with stakeholders to identify customer needs and resolve technical issues 

• Work closely with Service Delivery Managers to ensure solutions align with client expectations 

• Provide high-quality customer service to internal and external clients 

• Assist with monthly billing and related administrative tasks 

• Log and escalate service incidents to the CBS management team as needed 

• Perform general administrative duties as required 

• Support project delivery and contribute to successful outcomes 

About You 

To succeed in this role, you’ll bring strong communication skills, a proactive approach to problem-solving, and a commitment to delivering exceptional customer service. You’re a collaborative team player with experience in managing service processes and driving continuous improvement. 

Other key attributes include: 

• Excellent written and verbal communication skills 

• Proven experience managing customer service processes within agreed timeframes and accuracy standards 

• Strong team player with the ability to work collaboratively 

• Experience working with service contracts 

• Ability to identify trends in support issues to deliver root cause resolutions 

• Strong problem-solving skills with a continuous improvement mindset 

• Competence in managing complete issue resolution and keeping customers regularly informed 

• Intermediate proficiency in Microsoft 365 applications 

• Project management experience desired but not essential 

If this sounds like you, join us and become part of a supportive team culture! 

What We Offer 

• Training and Development Opportunities: Access world-class training and development opportunities to enhance your skills. 

• Wellbeing Benefits: Including discounted health insurance and confidential counselling. 

• Performance Recognition: Quarterly and annual awards for high achievers. 

• Bonus Leave: Birthday leave, Canon Day, and Kyosei Day for volunteer work. 

• Milestone Recognition: Carbon credits, merchandise, or retirement fund rewards. 

• Discounts on Canon Products  

• Invest in Your Future: We offer education assistance and an employee referral scheme to support your long-term career growth. 

*Eligibility for specific benefits may vary based on your employment nature and location. 

Please note: All applicants must be eligible to work in New Zealand at the time of application. 

Canon Business Services helps organisations optimise, and transform their operations, setting them up for greater growth. We work collaboratively with customers to get the results they want, delivering bespoke solutions designed to meet and exceed their needs, overcoming challenges, and freeing them up to focus on what sets them apart. 

When you join Canon Business Services, you’ll find a rewarding culture that values you. You’ll be empowered to focus on your career progression and turn your goals into reality as an integral part of the group’s success. 

We believe in the power of an inclusive & diverse workforce. We trust you will bring your authentic self to work, and we will focus on making sure that together, we make a strong contribution   to   the   broader   community   in   which   we   operate. 

As an equal opportunity employer, all applicants will be considered. 

Benefits/perks may vary depending on the nature of your employment with Canon Group and the country where you work. 

Looking to join this diverse team, apply online now. Successful applicants will be notified of next steps.