Bilingual Customer Care Agent - Mississauga, Canada - Konica Minolta
Description
POSITION PROFILE
SUMMARY OF KEY RESPONSIBILITIES
- Ensure all meter reads are entered in SAP accurately
- Monitor trouble tickets to ensure our customers are satisfied with the results
- Review and validate new contracts for billing accuracy
- Work through daily assigned trouble tickets to ensure appropriate resolution is in place
- Exercise First Contact Resolution wherever applicable on customer internal and external contacts
- Act as back-up to co-workers during vacations, special projects and other extended leaves
- Perform other duties as assigned by the KM Cares 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
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
- 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
- Konica Minolta Business Solutions (Canada) Ltd. is an equal opportunity employer._
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