Customer Administrator

We are looking for a Customer Administrator to join our team; here's what you will be responsible for:

Assessing the customers' needs and provide resolutions or options to customers to commit and retain their business, especially to customers who have expressed the desire to cancel their services. The Customer Administrator is responsible for resolving customer requests or concerns and conveying value propositions to successfully market company products and services.

Responsibilities

• Take incoming customer calls to address any questions, requests or concerns the customer may have in a professional customer service manner;
• Make outbound calls to provide customers with feedback/resolution;
• Create CRS (Customer Service Ticket) to capture the voice of the customer and to resolve any customer inquiries;
• Conduct research using Ricoh systems (Baan, Lotus Notes, DT search, UCM, SFDC) to provide a resolution to the customer or provide information for quick resolution and response back to customers;
• Correctly assign the CRS to the correct person/department/area;
• Provide the customer with service options to ensure that Ricoh retains their business;
• Maintain the integrity of the information in the CRS system;
• Increase retention of existing customers by increasing customer loyalty through welcome calls and closed loop communication of customer satisfaction surveys;
• Participates in monthly/quarterly LMC meetings;
• Create and generate qualified sales leads when customer is looking to upgrade current equipment, a new customer looking for equipment or an existing customer looking to leave Ricoh;
• Other duties as assigned by manager

Qualifications

• Completion of High School or GED diploma, Post Secondary Education preferred
• Minimum of 2 years of experience in a contact centre environment/ customer service

Knowledge & Skills

• Preference would be given to candidates fully bilingual in French and English
• Industry knowledge an asset
• Previous customer retention experience an asset
• Excellent verbal and written communication skills, as well as effective listening skills
• Customer Focused, with excellent negotiation skills, and problem solving skills
• Effective time management skills
• Detail oriented
• Advanced proficiency in the use of MS Office applications

Other Requirements

• Must be available to work between 8:00am and 8:00pm