Operations Supervisor

1 week ago


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

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Responsibilities:
  • Answer voice messages / make outbound calls / emails and respond to customer's inquiries, process contract creation, and effectively communicate resolution to customer's issue.
  • Identify customer's issue and provide available support options.
  • Adhere to and demonstrate Quality Monitoring (QA) guidelines.
  • Demonstrate a high level of professionalism and strong customer service orientation.
  • Update Call / Email Management database with details on each customer call in accordance with client procedures.
  • Outline any guidelines to customers in accordance with client procedures.
  • Regularly stay updated with the latest product knowledge and technical skills using available resources.
  • When required, escalate issues outside of service boundaries to Team Leader.
  • Take responsibility to ensure customers experience with Canon exceed expectations.
  • Create a positive impression on Canon whenever interacting with customers.
  • Undertake any Ad Hoc project or assignments assigned by Team Leader.
  • Update the record if necessary and verify if information is correct through external tools.
  • Undergo cross-training and handle other LOBs (line of business) as assigned by the Team Leader.
Qualifications:
  • Diploma or bachelor's degree or with equivalent Customer Service background is strongly recommended. Otherwise, any other basic degree or diploma.
  • 6 months or more full-time call handling or email handling experience. Preferably from a collections background and have experience in skip tracing.
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