Contracts Management Coordinator

Essential Duties:

Primary Job Functions:

• The Contracts Management Coordinator will support Inbound/Outbound Email and Inbound/Outbound Phone transactions.
• Identify customer's issue and provide available support options.
• Adhere to and demonstrate Quality Monitoring (QA) guidelines.
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• 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)
• Excellent in written and verbal communication skills
• Keyboarding Skills – Ability to type accurately and efficiently
• Active listening and good comprehension skills
• Customer Service Skills
• Familiar with basic Excel operations
• Amenable to work onsite (McKinley Hill, Taguig) and on a dayshift schedule (6AM - 3PM).