Customer Care Agent

Customer Care Agent
CA - ON - Mississauga

Job Description

COMPANY PROFILE: 

Konica Minolta is a Global Fortune 1000 Company that has contributed to the world of imaging technology for decades. No! We are no longer a camera company! However our lens technology has allowed us to succeed in the imaging industry. As we continue to grow and develop innovative software and solutions paired with award winning products, we look for highly engaged people to join our team. 

From smart office technology and information management to cloud, mobility and IT services, we have a rich history of creating the products and services necessary to make work possible from anywhere at any time. Our products and solutions help companies around the world move information faster, improve quality and productivity, enhance security and facilitate the sharing of information. We are proud that our portfolio leads the industry while exceeding environmental standards. 

POSITION PROFILE
To provide excellent customer service to both external and internal customers calling and or emailing in for problem solving. KM Customer Care Representative is responsible to provide the best solutions to customers either by maximizing first call resolution or issuing a trouble ticket to the appropriate administrative team.

SUMMARY OF KEY RESPONSIBILITIES
1. Answer all incoming customer calls  and emails  in a professional manner
2. Ensure all meter reads are entered in SAP accurately
3. Monitor trouble tickets to ensure our customers are satisfied with the results 
4. Review and validate new contracts for billing accuracy
5. Work through daily assigned trouble tickets to ensure appropriate resolution is in place
6. Act as back-up to co-workers during vacations, special projects and other extended leaves
7. Perform other duties as assigned by the Billing Manager or designate 

KEY RESPONSIBILITIES / DUTIES
Incoming Customer Calls
- Answer all incoming customer calls in a polite and professional manner
- Provide excellent customer service to customers by listening and providing accurate responses
- Review and examine customers’ accounts  to better facilitate customer issues
- Identify and analyze root cause of problem(s) experienced by customers
- Provide solution(s) to customer problem(s) as appropriate

Customer Help Emails/Faxes 
- Provide written responses to all incoming emails in a timely and professional manner
- Ensure all emails are responded to within our customer SLA guidelines
- Review thoroughly what the customer email is requesting, and investigate accordingly before responding to customer with a resolution

Data Entry: Meter Reads
- Process all assigned meter reads daily by entering in SAP accurately and in a timely manner
- Analyze all meter reads to determine if reading is accurate to process in SAP or incorrect by comparing to previous billed meter read history

Customer Resolution: Daily Audits
- Contract Validations
- Review new contracts set up in SAP for billing accuracy
- Compare and identify potential errors between new contracts in SAP and hard copy contract agreements
- Take additional steps to correct any existing contract errors by contacting the appropriate team for correction
 

Other Duties/Projects
- As assigned

SKILLS/QUALIFICATIONS
• Minimum Grade 12 education
• Ability to handle various related items simultaneously
• Strong interpersonal and professional telephone communication skills
• Excellent listening and attention to detail
• Ability to work under pressure
• Ability to organize daily tasks to ensure deadlines are met
• Proficient in Microsoft Window programs (Outlook, Excel)
• Excellent grammar and written communication skills
• Bilingual (French & English) written/verbal are REQUIRED

What Konica Minolta Offers: 

  • Competitive salary and flexible benefits 
  • Employer contributions to RRSPs 
  • Career Advancement in a fast growing global economy 
  • Extensive North American Best in-class Training 
  • Sales Commission and President’s Club Opportunities  
  • Being a part of a fun and exciting team that is passionate about offering solutions 

Help Konica Minolta and help drive innovation as we transform the workplace of the Future! 

Konica Minolta is an equal opportunity employer where diversity and inclusion are built into our culture. Our sustainability initiatives have been recognized globally and received high ratings from socially responsible investing organizations worldwide, such as Energy Star, Blue Angel, Eco-Mark, EcoLeaf, FTSE4GOOD Global, Dow Jones Sustainability Index and Ethibel Sustainability Index. We have also provided the Clean Planet Recycling Program for Konica Minolta customers to recycle imaging consumables – it is our way. 

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