Contract Management Coordinator

Essential duties    

The Contracts Management Coordinator will support Inbound/Outbound Email and Inbound/Outbound Phone transactions falling to but not limited to the following categories below:

•    Service Contract Creation
•    Service Contract Status enquiries
•    Service Contract/Consumable invoice enquiries
•    Service Contract terminations
•    Service Contract Renewals/Extensions
•    Service Contract Updates
•    Service Contract Novations
•    Bill & Ship to Creation/Updates
•    Consumable Returns
•    BP Contract Exceptions Report
•    Contract Exceptions Report
•    Overbilling Hold Management
•    Manual Credit and Debits
•    Bulk Meter Reads Upload
•    WMR Contact Creation and Update
•    New Account Creation

Primary Job Functions: 

•    Identify customer's issue and provide available support options.
•    Adhere to and demonstrate Quality Monitoring (QA) guidelines. 
•    Demonstrate a high level of professionalism and strong customer service orientation. 
•    Update Call / Email Management database with details on each customer call in accordance with client procedures.
•    Outline any charges and or guidelines to customers in accordance with client procedures.
•    Regularly stay updated with the latest product knowledge and technical skills using available resources. 
•    When required, to escalate issues outside of service boundaries to Team Leader.
•    Take responsibility to ensure customers experience with Canon exceed expectations.
•    Create a positive impression on Canon whenever interacting with customers. 
•    Undertake any Ad Hoc project or assignments assigned by Team Leader.
•    Update the record if necessary and verify if information is correct through internal/ external tools.
•    Undergo cross-training and handle other LOBs (line of business) as assigned by the Team Leader.

Qualifications  

•    6 months or more full-time call handling or email handling experience.
•    Back Office Experience (B2B)

Skill Sets    

•    Excellent in written and verbal communication skills
•    Keyboarding Skills – Ability to type accurately and efficiently
•    Active listening and good comprehension skills
•    Phone and Email System – Ability to log into and utilize the Vendor phone and email system sufficient to meet the service level requirements
•    Tools and Desktop Systems – Ability to adequately use the required e-mail, database any other required tools specific to the supported product set
•    Product Knowledge – Demonstrated understanding of product being supported
•    Policy and Procedures – Demonstrated understanding of policies, e.g. Code of Business Conduct and procedures for the handling and escalation of service requests
•    Customer Service Skills – Demonstrated ability to meet and exceed customer satisfaction targets as what is prescribed.
•    Familiar with basic Excel operations