Customer Care Representative

Overview:

To provide excellent customer service to both external and internal customers calling and or emailing in for problem solving. KM Customer Care Representative is responsible for providing the best solutions to customers either by maximizing first call resolution or issuing a trouble ticket to the appropriate administrative team.

Responsibilities:

• Answer all incoming customer calls in a polite and professional manner.
• Provide excellent customer service to customers by listening and providing accurate responses.
• Review and examine customers’ accounts to better facilitate customer issues.
• Identify and analyze root cause of problem(s) experienced by customers.
• Provide solution(s) to customer problem(s) as appropriate.
• Monitor trouble tickets to ensure our customers are satisfied with the results.
• Review and validate new contracts for billing accuracy.
• Work through daily assigned trouble tickets to ensure appropriate resolution is in place.
• 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.

• Provide written responses to all incoming emails in a timely and professional manner
• Ensure all emails are responded to within our customer SLA guidelines
• Review thoroughly what the customer email is requesting, and investigate accordingly before responding to customer with a resolution

• Process all assigned meter reads daily by entering in SAP accurately and in a timely manner
• Analyze all meter reads to determine if reading is accurate to process in SAP or incorrect by comparing to previous billed meter read history

Customer Resolution

• Daily audits of customer closed cases to ensure internal expectations are met.
• Daily distribution of all open customer cases to all admin teams provides visibility and traction on customer resolution.
• Continuously work daily assigned customer cases and resolve within the internal timeline set for each case type.
• Audit customer resolution tickets to ensure internal SLA and expectations are met

• - Daily monitor and attend to all customer request related to the portal(s).
• Set up customers on the respective portal requested and register/enroll.
• Resolve any customer issues regarding the portal experience.
• Internal contact/expert on customer portal

Qualifications:

• High school diploma required
• 2+ years of relevant work experience
• Strong interpersonal and professional communication skills
• Excellent listening and attention to detail
• Ability to work under pressure
• Ability to organize daily tasks to ensure deadlines are met
• Proficient in Microsoft office programs
• Excellent grammar and written communication skills
• Bilingual (French & English) written/verbal are an asset
• Ability to work overtime as needed

About Us:

Konica Minolta partners with its clients to give shape to ideas and works to bring value to our society. For more information, please visit us online and follow Konica Minolta on Facebook, YouTube, LinkedIn and Twitter.

EOE Statement:

Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.