Processes customer requests that are received via phone, e-mail, fax, web, chat etc. Participates in continuous improvement/quality initiatives, policies and processes, ensures customer needs and requirements are met or exceeded and cooperates with peers and management to achieve RICOH's corporate goals. Ensures customer needs and requirements are met or exceeded and partners with peers and management to achieve Ricoh's corporate goals.
JOB DUTIES AND RESPONSIBILITIES
Demonstrates strong active listening & problem solving skills
Quickly and accurately processes internal & external customer requests submitted via web, email, click to chat
Strong written and verbal communication skills
Strong knowledge of Lotus, Microsoft Word Oracle and various other "Ricoh" programs.
Trained on all CCO phone queues used to support service and supply requests
Processes standard service and supply requests Handles customer inquiries and requests through Multichannel
Maintains database integrity by ensuring verification of customer information and file maintenance (i.e. contact information, customer account changes, address, phone #, equipment ID#, etc).
Directs customer calls to appropriate department as needed.
Communicates customer service needs to technicians using appropriate channels.
Continuously represents Ricoh in a professional, prompt and courteous manner with all customers.
Allow for flexible time availability to accommodate work schedule, when necessary.
Provides information to management when situations arise which may require their involvement.
QUALIFICATIONS (Education, Experience, and Certifications)
Strongly prefer 1-2+ years experience in call center or customer service operation as lead or subject matter expert.
High school diploma or equivalent is required.
At Ricoh, we embrace and respect the collective and unique talents, experiences, and perspectives of all people. Together, we inspire remarkable innovation. That is how we live the Ricoh Way. And with our commitment to ethics, you can be sure that we are doing it with transparency, integrity, and corporate social responsibility.
Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled.