Operations Supervisor

About Us

As a market leader in Business Process Optimisation and IT services for over 20 years, Canon Business Services Centre Philippines 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 Centre, 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 Operations Supervisor, on behalf of Canon Australia, is responsible for managing RTS (Return to Sender) administration by contacting customers via phone or email to notify them of returned mail. They verify customer addresses, forward scanned documents if necessary, and update records in systems like Oracle. Once RTS tasks are completed, the Supervisor supports the contracts team by assisting with contract creation and maintenance.

The role will be assigned the following responsibilities:

• Answer voice messages / make outbound calls / emails and respond to customer’s inquiries, process contract creation, and effectively communicate resolution to customer’s issue;
• 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 guidelines to customers in accordance with client procedures;
• Regularly stay updated with the latest product knowledge and technical skills using available resources;
• Take responsibility to ensure customers experience with Canon exceed expectations;
• Create a positive impression on Canon whenever interacting with customers;
• Update the record if necessary and verify if information is correct through external tools;
• Undergo cross-training and handle other LOBs (line of business) as assigned.

Qualifications  

• Diploma or bachelor’s degree or with equivalent Customer Service background is strongly recommended. Otherwise, any other basic degree or diploma
• 1-2 years or more full-time call handling or email handling experience. Preferably from a collections background and have experience in skip tracing
• Experience in managing a team

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 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. Where possible, flexible working arrangements are the norm, as we know a better work-life balance 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.
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