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Bilingual Customer Administrator

Ricoh -
Mississauga, ON

Apply Now

Job details

Full-time
5 days ago

Qualifications

Bilingual
French
Lotus
Customer retention
Call center
Post-secondary education
English
Microsoft Office
High school diploma or GED
Communication skills
Negotiation
Time management

Full job description

Bilingual (French and English) 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 (CST) Administrator is responsible for resolving customer requests or concerns and conveying value propositions to successfully market company products and services.

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;
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

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

Other Requirements

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

Nous sommes à la recherche d'un administrateur de clients pour se joindre à notre équipe; voici les responsabilités de ce poste :

Évaluer les besoins des clients et fournir des solutions ou des options aux clients afin de pouvoir continuer à faire affaire avec eux, surtout aux clients qui ont exprimé un désir d'annuler leurs services. L'administrateur de clients (CST) est responsable de résoudre toute demande ou préoccupation des clients et de communiquer les propositions de valeur afin de commercialiser avec succès les services et les produits de l'entreprise.

Tâches et Responsabilités :

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 augmentant 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 :

Diplôme d'études secondaires de formation générale; études postsecondaires de préférence
Minimum de trois années d'expérience dans un environnement de centre d'appels

Connaissances et aptitudes

Bilinguisme (français/anglais)
Connaissances de l'industrie un atout
Expérience dans la rétention des clients un atout
Excellentes 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

Autres exigences

Doit être disponible pour travailler entre 8 h et 20 h

Apply Now

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