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Role: ITS Customer Service Advisor
Located: Northampton
Package: Competitive pay, plus bonus and excellent company benefits
Shift Pattern: 37.5 hours per week, with 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.
What you will be doing
As our business continues to thrive, we now have a requirement for an enthusiastic Customer Service Advisor to be based at our Contact Centre within Ricoh UK`s Head Offices in Northampton:
* 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.
You will ideally have
* Excellent written communication skills (essential)
* Excellent telephone manner (high profile customers)
* Experience of Oracle SHARE / Siebel would be a beneficial but not essential
* SNOW experience would be beneficial but not essential
* Field Scheduling experience would be beneficial but not essential
* Customer Service experience (desk or store for example)
* Must be able to work well under pressure
* Negotiation skills
* Problem solving skills
* Assertiveness skills
* Confidence is key due to the type of work, you need to be able to verbally articulate different requirements with different levels within the Ricoh Business
We are an equal opportunities employer
We are open to discussing adjustments to the recruitment process if needed. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.
Striving for inclusion and diversity isn’t just the right thing to do. Diverse approaches, perspectives and experiences make us more innovative, lead to better decisions and help us better understand the needs of our customers.
To empower you to bring your full identity to work, we have employee-led affinity groups in LGBTQ+, gender and ethnicity that allow members to explore issues and challenges surrounding shared identities, experiences and beliefs