eMaintenance Adminstrator

About Us

As a market leader in Business Process Optimization and IT services for over 20 years, Canon Business Services Centre Philippines helps organizations optimize, 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.

Essential duties

The eMaintenance Administrator will support inbound, outbound call and email transactions falling, but not limited to, the following categories below.

1. Troubleshooting to resolution and dispatching tech if required. Objective is to attain high level of first point resolution without the need to dispatch a technician.
2. Administering the customer and machine details in UGW and Oracle. Objective is to maximize the accuracy of the data and to cleanse the database
3. Reconnection of machines which have stopped communicating.
4. Analyze required number of toners/ waste toner to send the customer based on eConsumable/ WTC alerts
5. Respond to email/ phone enquiries surrounding eMaintenance/ eConsumables/ WTC service
6. Administering the customer and machine details in UGW and Oracle. Objective is to maximize the accuracy of the data and to cleanse the database

Primary Job Functions:

• Answer voice messages / make outbound calls / emails and respond to customer’s inquiries and effectively communicate resolution to customer’s issue.
• When required, do an outbound call to customers to further help with troubleshooting.
• 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.
• 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 external tools.

Qualifications

• Diploma or bachelor’s degree or with an equivalent Customer Service background is strongly recommended. Otherwise, any other basic degree or diploma.
• 6 months or more full-time call handling or email handling experience, preferably with experience in skip tracing
• 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.