Customer Service Representative

3 days ago

Eastern Creek, Western Australia Ricoh Full time

About the Role

Ricoh is a world-leading provider of workplace technology, dedicated to improving work life by providing better user experiences, optimized workflows, anytime anywhere collaboration, and digital infrastructure solutions.

We are seeking a skilled Customer Service Representative to join our team. As a key member of our customer support team, you will be responsible for assisting our customers and representing Ricoh as the first point of contact.

Key Responsibilities

Customer Interaction

  • Respond to customer inquiries, concerns, and requests promptly and professionally.
  • Assist customers with product navigation, troubleshooting, and usage to ensure a seamless and satisfactory experience.
  • Process/escalate customer requests/orders, ensuring accuracy and compliance with company guidelines.
  • Strive to achieve high levels of customer satisfaction and loyalty by actively listening to customers, empathizing with their concerns, and demonstrating a genuine commitment to resolving their issues.

Issue Resolution

  • Identify customer issues and provide appropriate solutions utilizing the company tools, adhering to established guidelines.
  • Escalate complex or unresolved issues to the appropriate department or higher-level support agents when necessary.

Product Knowledge

  • Develop a comprehensive understanding of our products and services to address customer inquiries accurately and offer relevant information and solutions.

Documentation

  • Maintain accurate and detailed records of customer interactions, inquiries, and resolutions notes using our customer relationship management (CRM) system.

Quality Assurance

  • Adhere to company guidelines and standards for customer support, ensuring consistent delivery of exceptional service.

Continuous Improvement

  • Provide feedback on recurring customer issues and suggest process improvements to enhance the overall customer experience.

Team Collaboration

  • Collaborate with other team members and departments to resolve complex customer issues, share knowledge, and maintain a positive team environment.

Requirements

  • Proven experience in customer service, preferably in a call center or support environment.
  • Excellent communication skills, both verbal and written, with a friendly and professional demeanor.
  • Strong problem-solving abilities and the ability to think quickly on your feet.
  • Empathetic and patient attitude, with a focus on understanding and meeting customer needs.
  • Basic computer proficiency and experience with CRM software or ticketing systems is advantageous.
  • Flexibility to work in shifts, rostered between 7:00am and 8:00pm.
  • Ability to handle high call volumes and maintain composure under pressure.
  • A proactive approach to learning about products and services to provide accurate information to customers.
  • Adaptable, reliable, and can quickly build good rapport with people.
  • Problem-solving skills, and the ability to think under pressure.
  • You thrive in a busy environment and have the ability to focus on a number of tasks simultaneously.

What We Offer

  • Paid Parental Leave
  • Purchased Leave Scheme
  • Participation in our RedE recognition program
  • Free income protection cover
  • Wellness program
  • Novated leasing

Employment Type

Permanent

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