Key Job Responsibilities
The successful candidate will be responsible for delivering exceptional customer service to Canon's clients by providing dedicated, focused and specialist support in order to meet agreed business objectives. This includes acting as the client's representative into Canon processes in a seamless manner, working with relevant departments and third parties to maximise customer satisfaction during all Managed Document Services phases.
In this role, you will ensure uninterrupted client service support to our customers, which includes backfilling for other Client Services Managers during periods of absence. You will also be responsible for ensuring all MDS contractual SLA's are delivered and provide performance reporting to the client.
This is a South Melbourne based role requiring occasional travel to customer sites, reporting to the Team Leader – Client Service Management. The ideal candidate will have excellent customer relationship skills, proven ability to meet targets and deadlines effectively across multiple simultaneous projects, and commercial acumen.
* Delivery on all elements of the Canon MDS Agreement, actively involved in the implementation of hardware, software, and delivery of services through coordinating the efforts of Canon Business Units
* Ensure all MDS contractual SLA's are delivered and provide performance reporting to the client
* Ongoing management of the MDS customer account as well as Continuous Service Improvement (CSI) analysis, implementation of improvements to ensure a high level of sustained customer satisfaction
Scope of Role:
As the Client Services Manager, your primary responsibility will be to manage the day-to-day operations of the client service team. This includes developing and implementing strategies to improve customer satisfaction, managing the team's workload and priorities, and ensuring that all client requirements are met.
Required Skills and Qualifications:
To be successful in this role, you will need to possess the following skills and qualifications:
* Proven client services management experience in corporate or government environment
* Experience in project management methodology to deliver and manage agreed outcomes
* Experience in change management and application of methodology to communicate operational and behavioural changes
* Proven application of process development / process improvement methodology, analytical skills and experience in understanding client requirements / implementing solutions
* Proven ability to meet targets and deadlines effectively across multiple simultaneous projects
Benefits:
As a valued member of the Canon team, you will receive a range of benefits, including:
* Bonus Leave including: Birthday leave, Canon Day, Kyosei Day
* Flexible working arrangements
* Training and development opportunities
* Wellbeing benefits, including discounted health insurance and flu vaccines
* Performance recognition, in the form of quarterly and annual awards programs
* Canon products offered at discounted rates
* Education assistance
About Us:
Canon is a leading global imaging organisation that inspires with imaginative ideas to enable people to connect, communicate and achieve more than they thought possible. We are committed to research and innovation to bring beauty, clarity and innovation to the world of imaging.
Why Choose Canon?
We believe in the power of an inclusive and diverse workforce, and we are committed to making a strong contribution to the broader community in which we operate. If you are looking for a career opportunity that offers challenge, growth and reward, then join us today!