Process Lead - Customer Service

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Date: 15 Jan 2025

Location: Taguig City, Philippines

Company: Canon

Essential Duties:

This is a full-time position working on weekdays only, Monday to Friday from 3:30AM/4:30am to 12:30pm/1:30pm following the New Zealand working schedule.  

  • Ensure that customers are always updated on what’s happening with their virtual staff in manila (attendance, holidays, meetings, etc.) 

  • Provide standard reporting to customers (develop if required), as a minimum monthly report should have: 

  • Attendance 
  • KPI’s 
  • Performance Issues 
  • Network availability 
  • Phone availability 
  • Activities news, updates 
  • Recommendations 
  • Feedback from staff 
  • Staff satisfaction 

  • Establish and maintain business relationships that will significantly impact the customers’ perception of the company 

  • Ensure the customers agree/sign off on the JD’s and KPI’s 

  • Creating a positive customer experience by managing queries with speed and accuracy 

  • Staff mentoring and leadership 

  • Ensure our staff are positive and happy in their roles 

  • Facilitate staff reviews for employees 

  • Attend to staff work related needs and issues 

  • Monitor staff activities not limited to attendance, infractions, KPI bonuses and leaves.

  • Operate as the primary point of contact for customers for any matters specific to their account  

  • Liaise between customers and the internal stakeholders to ensure smooth on boarding process 

  • Managing On boarding of new offshore clients 

  • Liaise between customers and internal units like Accounting, HR and Internal IT 

  • Uncover customers’ immediate needs and future plans through effective questioning techniques 

  • Manage Customer issues and escalations 

  • Recommend solutions and opportunities to customers based on their business needs 

  • Look for gaps in our service and continually improve 

  • Identify new sales opportunities within existing accounts promoting features and collaborating with Offshoring Operations Managers where required 

  • Define any technical issues and escalate to the IT team and Offshoring Operations Managers to resolve 

  • Officer in charge when the Offshoring Operations Manager is not in the office 

  • Any other administrative tasks assigned by the Offshoring Operations Manager

Qualifications & Experience 

  • College/Bachelor’s Degree in a related discipline or equivalent 

  • Intermediate Excel, Word, and PowerPoint skills