Customer Care Representative

Overview

Konica Minolta has an exciting job opportunity for a 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. A KM Customer Care Agent is to ensure timely and effective resolution of issues either through maximizing first-contact resolution or by creating and assigning trouble tickets to the appropriate support teams while ensuring unresolved issues are escalated appropriately through ticketing to guarantee seamless and positive customer experience.

KEY RESPONSIBILITIES / DUTIES

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
• Ability to develop relationships within other departments, to maximize teamwork to improve customer experience.

Audit inbound or outbound customer resolution tickets to ensure service level agreements and expectations are met.

* Intake, manage, and resolve IW tickets 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.

Proactive assessment of customer calls to identify potential risks to 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, elevate issues appropriately, and ensure 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.
• Knowledge and understanding of 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, supporting correct first-time invoicing and enhancing the overall customer experience.

Other Duties/Projects

• 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 solution orientated approach
• Excellent listening and attention to detail
• Ability to work under pressure
• Strong problem-solving and critical-thinking skills.
• Excellent written and verbal communication skills with a professional and empathetic approach.
• Ability to multitask and prioritize while maintaining attention to detail in a high-volume environment.
• Proficient in Microsoft Office Suite, Window programs, ticketing systems and CRM tools.
• Bilingual (French & English) written/verbal as required

Konica Minolta Business Solutions' (Konica Minolta) 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 ranked on the Forbes 2025 America's Best Large Employers list, included on CRN's MSP 500 list numerous times; recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for eighteen consecutive years and presented with Keypoint Intelligence's BLI 2025 and 2021 A3 Line of The Year and BLI  Most Color Consistent A3 Brand Awards for its bizhub One i-Series.

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