Is this the role for you?
We are looking for a dedicated Customer Support Specialist to assist Ricoh customers through phone and email communication. The role requires a friendly, solution‐oriented approach and a strong focus on customer satisfaction.
Responsibilities
Respond to customer inquiries, concerns, and requests promptly and professionally via phone and email communication channels.
Assist customers with product navigation, troubleshooting, and usage to ensure a seamless and satisfactory experience.
Process/escalate customer requests/orders, ensuring accuracy and compliance with company guidelines.
Strive to achieve high levels of customer satisfaction and loyalty by actively listening to customers, empathising with their concerns, and demonstrating a genuine commitment to resolving their issues.
Identify customer issues and provide appropriate solutions utilising the company tools, adhering to established guidelines. Escalate complex or unresolved issues to the appropriate department or higher‐level support agents when necessary.
Product Knowledge
Develop a comprehensive understanding of our products and services to address customer inquiries accurately and offer relevant information and solutions.
Documentation
Maintain accurate and detailed records of customer interactions, inquiries, and resolution notes using our customer relationship management (CRM) system.
Quality Assurance
Adhere to company guidelines and standards for customer support, ensuring consistent delivery of exceptional service.
Provide feedback on recurring customer issues and suggest process improvements to enhance the overall customer experience.
Collaborate with other team members and departments to resolve complex customer issues, share knowledge, and maintain a positive team environment.
What we give back to you?
* Purchased Leave Scheme
* Free income protection cover
* Wellness program
* Novated leasing
Employment Type
Permanent
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