Customer Service Representative

About Us

As a market leader in Business Process Optimisation and IT services for over 20 years, Canon BusinessServices Centre Philippines helps organisations optimise, automate, and transform their operations, settingthem up for greater growth. We work collaboratively with customers to get the results they want, deliveringbespoke solutions designed to meet and exceed their business needs, overcoming challenges, and freeingthem up to focus on what sets them apart.We're trusted by industry leaders because of our dedicated customerfocus, and agile approaches to solving our clients' key challenges. With a commitment to delivering the bestservice management experience possible, many clients have partnered with us for more than a decade. Thesolutions we deliver are reliable, scalable, and cost-effective, helping customers to not just get ahead but stayahead.When you join Canon Business Services Centre, you'll find a rewarding culture that values you. You'll beempowered to focus on your career progression and turn your goals into reality as an integral part of thegroup's success.

Essential duties
Customer Service

• Support team to ensure swift resolution to customer issues.

• Establish and maintain a strong relationship with Client and all
customers across multiple levels of their business.

• Ensure CIF's are current, regularly reviewed and uploaded into
PaT

• Complete understanding of your clients SOP's

• Ensure emails are answered within the SCS agreed turnaround
time of 15 minutes

• Follow up on KPI's raised internally/externally within the SCS
agreed turnaround time of 15 minutes

• Provide proactive, best-in-class customer service for all
customers at all times

• Co-ordinate customer reporting and ensure accurate and on
time delivery of reports to customer

• Answer all incoming phone calls in a timely, courteous and
professional manner

• Perpetuate a positive, proactive, team based culture within the
Customer Service team through regular and effective
communication.

• Apply industry best practice and sharing of initiatives across
other Supply Chain Solutions customers within commercial
guidelines.
Continuous Improvement

• Participates in business improvement through analysing current
business practices, executing initiatives to improve business
practices, profitability and client contract and relationship

• Work closely with other business areas to improve processes
and practices to ensure smooth flow of information and reduction
in the number of issues

• Instil and lead with SCS Values and Behaviours.

• Undertake PAR review on a 6 monthly basis.

• Accept coaching and mentoring from management, learning and
developing self with the goal of career progression within the
business

• Embrace training and development opportunities in order to
continually improve industry, product and service knowledge.

• Contribute to building a strong team ethos that facilitates
continuous improvement and the creation of a high performance
culture.

• Participate in forums to generate ideas and suggestions for
improvement and help to test those improvements in own work
area

• In additional to having good knowledge and skills in own area,
use an appreciation of how the performance of own area has an
impact on customers and their wider business process to guide
own work activities

• Ensure your work area is tidy and in line with 5S+1 principles at
all times
Administration

• Ensure all work is compliant with all laws, regulations and policies.

Succession planning, to ensure your role has adequate
substitutes trained.

• Act as a mentor to others.

• Daily activities and personal conduct should be professional,
and an example of what is expected from staff and in line with
SCS values and behaviours.

• Work to the standards required in the relevant Result Areas as
defined in your PAR.

• Maintain accurate records of work performed to facilitate
accurate invoicing of clients and reporting of Key Performance
Indicators

• Assist Site Management with daily tasks as required

• Assist with site finance tasks
- Preparation of data for Customer invoicing

Qualifications

• College/Bachelor's Degree in a related discipline or equivalent

• Warehouse and/or Transport industry experience preferred

• Intermediate Excel, Word, and PowerPoint skills

• Strong written and oral communication skills

• Strong customer service orientation

• Ability to establish and maintain effective rapport with personnel at
all levels, within and external to SCS

• Highly organized and able to juggle competing priorities effectively

• Able to demonstrate the highest level of confidentiality at all times

• Takes initiative and shows enthusiasm

• Self-assessing and self-motivated

• Resilient, dynamic, flexible, and adaptable

• Results-oriented and proactive

• Effective as a team player and as an autonomous operator

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 astrong contribution to the broader community in which we operate. Where possible, flexible workingarrangements 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 varydepending 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 jointhis diverse team? Apply online now.

Successful applicants will be notified of next steps