Client Services Executive

About Us

As a market leader in Business Process Optimization and IT services for over 20 years, Canon BusinessServices Centre Philippines helps organizations optimize, automate, and transform their operations, settingthem up for greater growth. We work collaboratively with customers to get the results they want, deliveringbespoke solutions designed to meet and exceed their business needs, overcoming challenges, and freeingthem up to focus on what sets them apart.

We’re trusted by industry leaders because of our dedicated customer focus, and agile approaches to solvingour 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 Centre, you’ll find a rewarding culture that values you. You’ll beempowered to focus on your career progression and turn your goals into reality as an integral part of thegroup’s success.

About the Role

•    Responsible for the Escalation and Operational support of Canons MPS Core customers. To act as a 1st line support for assigned customer queries, to include but not limited to service escalations, billing queries and IMAC task coordination.

•    To facilitate resolution of these queries by liasing with the relevant internal function and 3rd parties in a timely and cost-effective manner to meet customer expectations.

Essential Duties

•    Single Point of Escalation/ Contact (SPOE/SPOC) for assigned customers. Acts as the key stakeholder and communicates effectively with the customers and internal teams. Have an understanding of the customers billing set up, challenges & communicate these effectively internally and back to the customer.
•    Interpret and analyze fleet performance using internal reporting tools whilst creating the Service Review documentation for periodic reviews for virtual presentation to the client, including, where applicable Monthly Health Checks. Own actions & outcomes from customer reviews
•    Proactively manage eMaintenance status of assigned accounts, resolve communication issues with the Customer and Service, provide regular statistics for monthly and periodic reviews.
•    Effectively and efficiently manage the delivery of contracted services to the account within SLA’s as laid out in the Clients Operations Manual, for directly assigned accounts and indirectly assigned accounts where the Client Services Manager manages the account.
•    Effectively and efficiently manage the delivery of contracted services for the customers of Canon Partners and Indirect Channel Resellers. Liasing and communicating with Partner representatives and assigned stakeholders to ensure services delivered are within agreed scope of contract.
•    Monitors and manages IMACD service requests from either the client or internal stakeholders to maintain optimum fleet capacity following the defined Change Management process.
•    Ensure account contributes the appropriate revenues for the services they receive, verifying via cross reference of Client Agreements and internal billing documentation.
•    Proactively highlight to management teams accounts that would benefit from a more enhanced customer experience using a higher level of MPS Service.
•    Proactively highlight opportunities to sales teams.

Qualifications

•    Bachelor’s Degree
•    Substantial experience in Customer service delivery or key account management
•    Experience of dealing with customers over the phone
•    Experience in delivering long term dedicated service delivery role.
•    Can demonstrate an ability to adapt communication style and techniques to ensure that complex information can be easily understood by a non-technical audience.
•    Experience in issue resolution whilst maintaining a high level of customer satisfaction.
•    Excellent verbal/written communications & presentation skills
•    Demonstrated ability to coordinate and influence cross-functional work teams toward task completion.
•    Proficiency in Microsoft Office applications, in particular Excel & PowerPoint
•    Experience of Canon Processes & Systems
•    Demonstratable experience within a customer fulfilment role

If this sounds like you, we’d love you to apply!

We believe in the power of an inclusive and diverse workforce. We trust you will bring yourauthenticsaltwork,and we will focus on making sure that together, we make a strong contribution to thebroadercommunity inwhich we operate. Where possible, flexible working arrangements are the norm, as weknow abetter work-lifebalance can improve your motivation, performance, and productivity.

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. All applicants must be eligible to work in the country they are applying to at the time of application.

Looking to join this diverse team? Apply online now.

Successful applicants will be notified of next steps.