Client Services Executive

4 days ago

Taguig, National Capital Region, Philippines Canon New Zealand Full time

As a market leader in Business Process Optimisation and IT services for over 20 years, Canon Business Services Centre Philippines helps organisations optimise, automate, and transform their operations, setting them up for greater growth. We work collaboratively with customers to get the results they want, delivering bespoke solutions designed to meet and exceed their business needs, overcoming challenges, and freeing them up to focus on what sets them apart.

We're trusted by industry leaders because of our dedicated customer focus, and agile approaches to solving our clients' key challenges. With a commitment to delivering the best service management experience possible, many clients have partnered with us for more than a decade. The solutions we deliver are reliable, scalable, and cost-effective, helping customers to not just get ahead but stay ahead.

When you join Canon Business Services Centre, you'll find a rewarding culture that values you. You'll be empowered to focus on your career progression and turn your goals into reality as an integral part of the group's success.

Customer Focus
  1. Drive a professional internal and external Customer Focused culture within the business area and the organisation.
  2. Develop an in-depth understanding of the customer's company objectives and decision-making processes, to leverage revenue from the relationship and promote Canon as a quality outsource supplier.
  3. Establish and maintain key customer relationships through effective communication.
  4. Provide management and direction to the team ensuring contractual and service level agreement objectives are achieved consistently.
  5. Provide feedback to Operations Manager to ensure they are regularly updated on customer performance against KPIs.
  6. Single Point of Escalation/ Contact (SPOE/SPOC) for assigned customers. Acts as the key stakeholder and communicates effectively with the customers and internal teams. Understand the customers billing setup, challenges & communicate these effectively internally and back to the customer.
  7. Interpret and analyze fleet performance using internal reporting tools whilst creating the Service Review documentation for periodic reviews for virtual presentation to the client, including, where applicable Monthly Health Checks. Own actions & outcomes from customer reviews.
  8. Proactively manage eMaintenance status of assigned accounts, resolve communication issues with the Customer and Service, provide regular statistics for monthly and periodic reviews.
  9. Effectively and efficiently manage the delivery of contracted services to the account within SLA's as laid out in the Clients Operations Manual, for directly assigned accounts and indirectly assigned accounts where the Client Services Manager manages the account.
  10. Effectively and efficiently manage the delivery of contracted services for the customers of Canon Partners and Indirect Channel Resellers. Liaising and communicating with Partner representatives and assigned stakeholders to ensure services delivered are within agreed scope of contract.
  11. Monitors and manages IMACD service requests from either the client or internal stakeholders to maintain optimum fleet capacity following the defined Change Management process.
  12. Ensure account contributes the appropriate revenues for the services they receive, verifying via cross reference of Client Agreements and internal billing documentation.
  13. Proactively highlight to management teams accounts that would benefit from a more enhanced customer experience using a higher level of MPS Service.
  14. Proactively highlight opportunities to sales teams.
Qualifications
  1. A Bachelor's degree in Business Management or of a similar nature.
  2. Ability to demonstrate a strong knowledge of service delivery requirements, and the ability to manage the process efficiently within the teams.
  3. At least 2 years of people management experience.
  4. Customer facing and complaint handling experience.
  5. Excellent communicator with a pro-active approach and with a "Can do" mentality.
  6. Delivery and solutions focused.
  7. Knowledge on Oracle is an advantage but not necessary.

If this sounds like you, we'd love you to apply

We believe in the power of an inclusive and diverse workforce. We trust you will bring your authentic self to work, and we will focus on making sure that together, we make a strong contribution to the broader community in which we operate. Where possible, flexible working arrangements are the norm, as we know a better work-life balance can improve your motivation, performance, and productivity.

As an equal opportunity employer, all applicants will be considered. Benefits/perks may vary depending on the nature of your employment with Canon Group and the country where you work. All applicants must be eligible to work in the country they are applying to at the time of application.

Looking to join this diverse team? Apply online now.

Successful applicants will be notified of next steps.

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