Customer Care Representative

Customer Care Representative

As a Customer Care Representative, you’ll support customers in Canada and the U.S. by delivering prompt and efficient assistance via inbound channels. You’ll ensure timely and effective resolution of issues, maximizing first‑contact resolution or creating and assigning trouble tickets to the appropriate support teams while ensuring unresolved issues are escalated appropriately through ticketing to guarantee a seamless and positive customer experience.

• Resolve and handle all incoming customer calls and emails in a professional manner.
• Handle and resolve a high volume of customer and internal team inquiries through phone and email, ensuring prompt and professional responses.
• Provide excellent customer service to customers by listening and providing accurate responses.
• Develop relationships within other departments to maximize teamwork and improve customer experience.
• Audit inbound or outbound customer resolution tickets to ensure service level agreements and expectations are met.
• Intake, manage, and resolve issues in a timely manner, documenting actions and maintaining clear communication with stakeholders.
• Resolve assigned daily support tickets to ensure appropriate and effective solutions are implemented.
• Monitor resolution outcomes by distributing customer satisfaction surveys to ensure issues are fully addressed and clients are satisfied.
• Proactively assess customer calls to identify potential risks and maximize customer experience.
• Review and examine customers’ accounts to better facilitate customer issues.
• Identify and analyze root causes of customer issues and implement effective, long‑term solutions to prevent recurrence.
• Coordinate with multiple internal teams to expedite resolutions, escalating issues appropriately, and ensuring follow‑through on commitments.
• Track and report recurring issues to identify trends and contribute to process improvements.
• Prioritize and multitask across various duties in a fast‑paced environment without compromising accuracy or customer satisfaction.
• Understand Konica Minolta’s internal departments, workflows, and how they contribute to the overall customer journey.
• Conduct audits on newly created contracts in SAP to ensure billing accuracy and support correct first‑time invoicing.
• 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.

• College diploma or equivalent experience.
• Minimum 1 year of customer service experience or equivalent.
• Strong interpersonal and professional telephone communication skills.
• Excellent written and verbal communication skills.
• Superior logical thinking and multitasking skills.
• Proactive approach to assess customer satisfaction levels with a solution‑oriented approach.
• Excellent listening and attention to detail.
• Ability to work under pressure.
• Strong problem‑solving and critical‑thinking skills.
• Proficient in Microsoft Office Suite, Windows programs, ticketing systems, and CRM tools.
• Bilingual (French & English) written/verbal as required.

Konica Minolta Business Solutions’ journey started more than 150 years ago, with a vision to see and do things differently. The company partners with clients to give shape to ideas by supporting their digital transformation through its expansive 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.

2025 marks Konica Minolta’s 20th anniversary in production print, for which it celebrates “20 Years of Excellence, Innovation and Impact,” and continues to lead the way in digital commercial printing. This year also commemorates 20 years of Konica Minolta’s bizhub brand. Over the past two decades, the bizhub series has revolutionized office technology and redefined how businesses operate. It has continuously evolved to meet the needs of modern workplaces, fueled by advances in technology and a commitment to innovation.

Konica Minolta is proud to be…