Bilingual Customer Administrator

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

Assessing the customers' needs and providing 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 (CST) Administrator is responsible for resolving customer requests or concerns and conveying value propositions to successfully market company products and services.

Bilingual (French and English) Customer Administrator
Duties And 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;

Participate 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

Duties Et Responsabilités (Version Française)

Prendre les appels entrants des clients pour aborder les problèmes, demandes ou préoccupations de ces clients de façon professionnelle;

Faire des appels sortants pour fournir aux clients de la rétroaction/résolutions;

Créer un billet dans le système CRS pour saisir la voix du client et traiter toute demande des clients;

Effectuer des recherches en utilisant les systèmes Ricoh (Baan, Lotus Notes, DT search, UCM, SFDC) pour fournir une résolution au client ou fournir de l'information pour la résolution et la communication rapide auprès des clients;

Assigner de façon appropriée le CRS à la bonne personne/service/domaine;

Offrir au client des options de service pour assurer que Ricoh conserve le compte;

Maintenir l'intégrité de l'information dans le système CRS;

Augmenter la rétention des clients existants en augment ant la fidélisation des clients au moyen d'appels de bienvenue et de la communication des sondages de satisfaction des clients;

Participer aux réunions mensuelles/trimestrielles du conseil de gestion;

Créer et générer des pistes de vente admissibles lorsqu'un client cherche à mettre à niveau son équipement actuel, un nouveau client cherche de l'équipement ou un client actuel songe à quitter Ricoh;

D'autres tâches, telles qu'assignées par son superviseur

Qualifications

Completion of High School or GED diploma, Post Secondary Education preferred

Minimum of 2 years of experience in a contact centre environment

Qualifications (Français)

Diplôme d'études secondaires de formation générale; études postsecondaires de préférence

Minimum de trois années d'expérience dans un environnement de centre d'appels

Knowledge & Skills

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

Connaissances et aptitudes

Bilinguisme (français/anglais)

Connaissances de l'industrie un atout

Expérience dans la rétention des clients un atout

Excellent es compétences en communication orale et à l'écrit, ainsi que des aptitudes d'écoute efficaces

Orientation client avec excellentes compétences en négociation et en résolution de problèmes

Compétences de gestion du temps efficace

Minutie

Connaissances avancées de l'utilisation des applications MS Office

Other Requirements

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

Autres exigences

Doit être disponible pour travailler entre 8 h et 20 h

Invest In Yourself

Select the medical, dental, life, and disability insurance coverage that fits your needs.

Contribute to your financial security with Ricoh Canada’s Retirement plan, with company matching contributions.

Augment your education with team member tuition assistance programs.

Enjoy paid vacation time and paid holidays annually.

Tap into many other benefits to enhance your health, wellness and ongoing personal and professional development.

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