Customer Care Agent (SR)

Overview

To provide excellent customer service to both external and internal customers calling and or emailing in for problem solving. KM Customer Care Representative is responsible for providing the best solutions to customers either by maximizing first call resolution or issuing a trouble ticket to the appropriate administrative team.

Responsibilities

SUMMARY OF KEY RESPONSIBILITIES

• Answer all incoming customer calls and emails in a professional manner
• Ensure all meter reads are entered in SAP accurately
• Monitor trouble tickets to ensure our customers are satisfied with the results
• Review and validate new contracts for billing accuracy
• Work through daily assigned trouble tickets to ensure appropriate resolution is in place
• Exercise First Contact Resolution wherever applicable on customer internal and external contacts
• Act as back-up to co-workers during vacations, special projects and other extended leaves
• Perform other duties as assigned by the KM Cares Manager or designate
  
  

Key Responsibilities / Duties

Incoming Customer Calls

• Answer all incoming customer calls in a polite and professional manner
• Provide excellent customer service to customers by listening and providing accurate responses
• Review and examine customers’ accounts to better facilitate customer issues
• Identify and analyze root cause of problem(s) experienced by customers
• Provide solution(s) to customer problem(s) as appropriate
  
  

Customer Help Emails

• Provide written responses to all incoming emails in a timely and professional manner
• Ensure all emails are responded to within our customer SLA guidelines
• Review thoroughly what the customer email is requesting, and investigate accordingly before
  
  

responding to customer with a resolution

Data Entry: Meter Reads

• Process all assigned meter reads daily by entering in SAP accurately and in a timely manner
• Analyze all meter reads to determine if reading is accurate to process in SAP or incorrect by
  
  

comparing to previous billed meter read history

Customer Resolution: Daily Audits

• Contract Validations
• Review new contracts set up in SAP for billing accuracy
• Compare and identify potential errors between new contracts in SAP and hard copy contract
  
  

agreements

• Take additional steps to correct any existing contract errors by contacting the appropriate team for
  
  

correction

Other Duties/Projects

• As assigned
  
  

Qualifications

SKILLS/QUALIFICATIONS

• Minimum Grade 12 education
• Ability to handle various related items simultaneously
• Strong interpersonal and professional telephone communication skills
• Excellent listening and attention to detail
• Ability to work under pressure
• Ability to organize daily tasks to ensure deadlines are met
• Proficient in Microsoft Window programs (Outlook, Excel)
• Excellent grammar and written communication skills
• Bilingual (French & English) written/verbal - very nice to have
  
  

#KM

About Us

About Konica Minolta Canada

Konica Minolta’s journey started 150 years ago, with a vision to see and do things differently. We innovate for the good of society and the world. The same purpose that kept us moving then, keeps us moving now. Konica Minolta Business Solutions (Canada) Ltd. is reshaping and revolutionizing the workplace to achieve true connectivity through the Intelligent Connected Workplace portfolio. Its business technology offerings include IT Services, intelligent information management, video security solutions and managed print services, as well as office technology and industrial and commercial print solutions. Through its ongoing work, the company is fortunate to be continuously recognized for its products and services. This includes, but is not limited to being included on CRN’s MSP 500 list numerous times; named a finalist in the IT Software Category by The World Technology Awards; recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys and presented with Keypoint Intelligence’s BLI 2021 A3 Line of The Year and BLI 2021-2023 Most Colour Consistent A3 Brand Awards for its bizhub i-Series.

Sustainability also continues to be a key driver for the company. As such, Konica Minolta Inc. has spent six years on the Global 100 Most Sustainable Corporations in the World list. For more information, please visit Konica Minolta online and follow its accounts on LinkedIn, YouTube, Facebook, Twitter (@KonicaMinoltaCA), and Instagram!

Au sujet de Konica Minolta Canada

Konica Minolta a entamé son parcours il y a 150 ans, avec la volonté de voir et de faire les choses autrement. Elle innove pour le bien de la société et du monde entier. Et c’est toujours cet objectif qui l’anime, hier et aujourd’hui. Solutions d’affaires Konica Minolta (Canada) Ltée transforme et révolutionne les bureaux pour créer une véritable connectivité grâce aux solutions pour un milieu de travail connecté et futé. Parmi ses technologies d’affaires, on retrouve des services de TI, la gestion intelligente de l’information, des solutions de sécurité vidéo et des services d’impression gérés ainsi que des technologies de bureau et des solutions d’impression industrielle et commerciale. Par ses efforts soutenus, l’entreprise a la chance d’être continuellement reconnue pour la qualité de ses produits et services. Par exemple, elle a figuré de nombreuses fois au palmarès CRN des 500 fournisseurs de services gérés; a été finaliste dans la catégorie des logiciels de TI aux World Technology Awards; a été reconnue par Brand Keys comme la marque numéro un en matière de fidélité des clients sur le marché des appareils de bureau multifonctions; et a reçu les prix BLI « A3 Line of the Year » 2021 et « Most Colour Consistent A3 Brand » 2021-2023 de Keypoint Intelligence pour sa gamme bizhub i-Series.

La durabilité reste un moteur important de l’entreprise. C’est pourquoi Konica Minolta Inc. figure pour une sixième année au palmarès des 100 sociétés les plus durables au monde. Pour en savoir plus, rendez-vous sur le site de Konica Minolta et suivez l’entreprise sur LinkedIn, YouTube, Facebook, Twitter (@KonicaMinoltaCA), et Instagram!

EOE Statement

Konica Minolta Business Solutions (Canada) Ltd. is an equal opportunity employer.

Solutions d’affaires Konica Minolta (Canada) Ltée. est un employeur d'opportunité égale.