Customer Experience Specialist

3 days ago


Eastern Creek, Western Australia Ricoh Full time

About Ricoh


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



Job Overview

This role offers a unique opportunity to contribute to the success of our company as a Customer Experience Specialist. We are seeking an individual who shares our passion for delivering exceptional customer service and can thrive in a dynamic environment.



Responsibilities

  • Respond promptly and professionally to customer inquiries, concerns, and requests via phone and email communication channels.
  • Assist customers with product navigation, troubleshooting, and usage to ensure a seamless and satisfactory experience.
  • Process and escalate customer requests/orders accurately and efficiently, adhering to 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.
  • 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.
  • Maintain accurate and detailed records of customer interactions, inquiries, and resolutions notes using our customer relationship management (CRM) system.
  • Adhere to company guidelines and standards for customer support, ensuring consistent delivery of exceptional service.
  • Collaborate with other team members and departments to resolve complex customer issues, share knowledge, and maintain a positive team environment.


Salary and Benefits

We offer a competitive salary range of $60,000 - $80,000 per annum, depending on experience, as well as a range of benefits including:



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


Employment Type

Permanent position available.



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