Contracts Management Coordinator

Essential Duties

The Contracts Management Coordinator (Meter Reading) will support Inbound, Outbound Calls and Email transactions falling into any of these categories but may not be limited to:

• Locate and process updating the Daily Call Sheets (contact leads) from the Canon shared drive every morning.
• Contact customers to obtain Meter Reads for MFDs (via phone of email) using the provided reference for counter identification
• Update the given trackers/ Canon database with readings, status and comments
• Escalate matters as and when required

Primary Job Functions:

• Call out customers and process meter reads as per call sheet.
• 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.
• Assume responsibility for ensuring that customers' experiences with Canon exceed their 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 of full-time call handling or email handling experience.
• Preferably from a collections background and have experience in skip tracing.