Customer Service Representative

2 weeks ago


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

About Us

Canon New Zealand is a market leader in Business Process Optimisation and IT services, helping organisations optimise, automate, and transform their operations for greater growth. We work collaboratively with customers to deliver 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 due to our dedicated customer focus and agile approaches to solving 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, enabling customers to stay ahead.

About the Role

  • The Customer Service Representative will support Inbound and Outbound Calls and Email transactions. Additional support for Chat may be required.

The role involves attending to Customer Service/Technical Enquiries related to consumer and business products, including:

  • Printers
  • Faxes and Scanners
  • Calculators
  • Binoculars
  • Accessories and consumable items

Key Responsibilities

  1. Adhere to the program's Standard Operating Procedures.
  2. Identify customer concerns and provide available resolutions using the program's tools.
  3. Respond efficiently and accurately to customers, explaining possible solutions and ensuring clients feel supported and valued.
  4. Adhere to Quality Monitoring (QA) guidelines.
  5. Demonstrate a high level of professionalism and strong customer service skills.
  6. Update system tools with call transaction details according to quality guidelines.
  7. Regularly update product knowledge using available resources.
  8. Evaluate customer concerns and escalate if necessary to Team Leader or next manager in line of escalation.
  9. Create a positive impression of Canon during customer interactions.
  10. Undertake Ad Hoc projects or assignments assigned by Team Leader.
  11. Comply with all company policies and procedures.
  12. Be willing to cross-train for other LOB processes if needed.


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