Customer Service Advisor -FTC

Responsibilities

• To provide outstanding customer service to both external and internal customers, including 3rd party management.
• To take ownership for delivery of ITS service, from call receipt to call closure, including providing customer updates on response times, troubleshooting based on the systems scheduling and dealing with Engineer queries, ensuring account service level agreements are met and any penalties avoided.
• Ensure timely and accurate transfer of information and updates between Ricoh and the clients call logging systems /email, maintaining high levels of data integrity.
• Adherence to Ricoh Policies and procedures to ensure high quality and efficiencies.
• Adherence to client specific policies such as escalation procedures.
• Ensure accurate management of Stock Management within the respective systems.
• To provide the Service Delivery Manager and field based teams with communication of the accounts activity, including performance, response times and customer escalations, in order for issues to be addressed quickly and efficiently.
• To promote company initiatives as requested, in order to enhance customer satisfaction and Company performance.

• Good telephone manner.
• Excellent customer handling skills.
• Written communication skills to enable effective communication with internal and external contacts.
• Knowledge of relevant systems and procedures.
• Basic understanding of the Ricoh and non Ricoh product ranges.
• Commercial awareness of the Companies customer base.
• Good geographical knowledge.
• Negotiation skills.
• Problem solving skills.

At Ricoh, work should feel meaningful, supportive and fulfilling.

You will receive support for career growth, learning pathways, mentoring, flexible working, wellbeing resources, and fair rewards.

We are an equal opportunities employer and we welcome applications from people of all backgrounds, identities, and experiences.

Our hiring decisions are based on skills, experience and potential, and we are committed to creating a fair and inclusive recruitment process. If you require any reasonable adjustments at any stage of the recruitment journey, please let us know and we will support you to bring your best self forward.