Customer Care Representative

POSITION PROFILE
 To provide excellent customer service to both external and internal customers calling and or emailing in for problem solving. KM Customer Care Representative is responsible for providing the best solutions to customers either by maximizing first call resolution or issuing a trouble ticket to the appropriate administrative team.

SUMMARY OF KEY RESPONSIBILITIES
 1. Answer all incoming customer calls and emails in a professional manner
 2. Ensure all meter reads are entered in SAP accurately
 3. Monitor trouble tickets to ensure our customers are satisfied with the results 
 4. Review and validate new contracts for billing accuracy
 5. Work through daily assigned trouble tickets to ensure appropriate resolution is in place
 6. Exercise First Contact Resolution wherever applicable on customer internal and external contacts 
 7. Act as back-up to co-workers during vacations, special projects and other extended leaves
 8. 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

Customer Help Emails
 - Provide written responses to all incoming emails in a timely and professional manner
 - Ensure all emails are responded to within our customer SLA guidelines
 - Review thoroughly what the customer email is requesting, and investigate accordingly before responding to customer with a resolution

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
  
Other Duties/Projects
 - 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 is a strong nice to have

Konica Minolta Business Solutions (Canada) Ltd. is an equal opportunity employer.

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