We are actively building diverse teams and welcome applications from everyone Role: ITS Customer Service Advisor Located: Northampton Package: Competitive pay, plus bonus and excellent company benefits Shift Pattern: 37.5 hours per week, including 2 additional weekend days per month paid at overtime rate About Ricoh: Ricoh is a global technology business. As a company born in print, we design and manufacture graphic solutions that transform communications. To keep up with the pace of change in the workplace, we have built an extensive portfolio of innovative, industry-leading digital services spanning everything from Cloud & IT infrastructure solutions to process automation tools. Everything we do is designed to help individuals achieve fulfilment through work. Through technology, we make work smarter and more creative. Enabling people to lead purposeful working lives and organisations to become more productive, sustainable and profitable. Find out more about Ricoh Today To provide outstanding customer service to both external and internal customers, including 3rd party management. To take ownership for delivery of ITS service, from call receipt to call closure, including providing customer updates on response times, troubleshooting based on the systems scheduling and dealing with Engineer queries, ensuring account service level agreements are met and any penalties avoided Ensure timely and accurate transfer of information and updates between Ricoh and the clients call logging systems /email, maintaining high levels of data integrity. Adherence to Ricoh Policies and procedures to ensure high quality and efficiencies. Adherence to client specific policies such as escalation procedures. Ensure the accurate management of Stock Management within the respective systems To provide the Service Delivery Manager and field based teams with communication of the accounts activity, including performance, response times and customer escalations, in order for issues to be addressed quickly and efficiently. To promote company initiatives as requested, in order to enhance customer satisfaction and Company performance. Good telephone manner, Excellent customer handling skills, Written communication skills to enable effective communication with internal and external contacts, Knowledge of relevant systems and procedures, Basic understanding of the Ricoh and non Ricoh product ranges, Commercial awareness of the Companies customer base, Good geographical knowledge, Negotiation skills, Problem solving skills We receive a high volume of applications for our roles, so we encourage you to apply as soon as possible