Client Services Coordinator - NZ

About Us

As a market leader in Business Process Optimisation and IT services for over 20 years, Canon BusinessServices Centre Philippines helps organisations optimise, automate, and transform their operations, settingthem up for greater growth. We work collaboratively with customers to get the results they want, deliveringbespoke solutions designed to meet and exceed their business needs, overcoming challenges, and freeingthem up to focus on what sets them apart.

We’re trusted by industry leaders because of our dedicated customer focus, and agile approaches to solvingour clients’ key challenges. With a commitment to delivering the best service management experiencepossible, many clients have partnered with us for more than a decade. The solutions we deliver are reliable,scalable, and cost-effective, helping customers to not just get ahead but stay ahead.

When you join Canon Business Services Centre, you’ll find a rewarding culture that values you. You’ll beempowered to focus on your career progression and turn your goals into reality as an integral part of thegroup’s success.

About The Role

Client Services Coordinator – Service Management acts as a liaison with the Customer's Service Desk tomaintain high service standards and efficiently handle user requests. Key responsibilities include managingCanon-related service tickets, raising incidents in Canon’s ITSM Tool, providing second-level support,assisting with IMACD requests, and ensuring exceptional customer satisfaction while meeting service levels.

Essential Duties And Responsibilities

The CSC team will work with the Client Services Managers (CSM) to conduct activities around nominatedManaged Document Services (MDS) accounts to ensure Canon business objectives and customerdeliverables are met.

• Work with relevant Canon departments to coordinate key information, deliver seamless processes andensure data accuracy.
• Enable the Managed Services and Service Delivery team to focus on core business deliverables.
• Assist with the preparation of monthly customer performance reporting including;
• Produce manual customer reports using data from different sources
• Collate customer reporting as required by CSM’s
• Escalate any discrepancies with information or system set up with the relevant internal department, trackinformation and follow through to completion.
• Assist CSM with monthly MDS reporting which may include producing manual reports using invoice data,other data sources, produce graphs and analytical summaries.
• Internal escalation management – manage tasks with internal teams follow up to completion.
• Assist with fleet management – support IMACD requests.
• Complete account reconciliations to ensure data accuracy.
• Collate billing and reporting/consolidate into master rolling data files.
• Managing service tickets in the Customer’s ITSM Tool.
• Raising and monitoring incidents within Canon's ITSM system for tracking and reporting.
• Resolving or escalating service incidents as second-level support.
• Assisting with and managing IMACD (Install, Move, Add, Change, Delete) requests.
• Handling standard changes and updates related to service requests.
• Ensuring high levels of customer satisfaction and meeting service levels.
• Remotely monitoring product statuses and resolving issues.
• Maintain an accurate asset register and run service reports.
• Escalate any discrepancies with information or system set up with the relevant internal department, trackinformation and follow through to completion.
• Assist CSM with monthly MDS reporting which may include producing manual reports using invoice data,other data sources, produce graphs and analytical summaries.
• Internal escalation management – manage tasks with internal teams follow up to completion.
• Assist with fleet management – support IMACD requests.
• Complete account reconciliations to ensure data accuracy.
• Collate billing and reporting/consolidate into master rolling data files.
• Managing service tickets in the Customer’s ITSM Tool.
• Raising and monitoring incidents within Canon's ITSM system for tracking and reporting.
• Resolving or escalating service incidents as second-level support.
• Assisting with and managing IMACD (Install, Move, Add, Change, Delete) requests.
• Handling standard changes and updates related to service requests.
• Ensuring high levels of customer satisfaction and meeting service levels.
• Remotely monitoring product statuses and resolving issues.
• Maintain an accurate asset register and run service reports.
  
  

Qualifications

• Minimum of 2 years relevant professional experience in technical support or customer service
• Tertiary qualifications in Business Management or equivalent.
• Strong time management skills and the ability to multitask.
• Excellent verbal communication and written communication skills
• High level of accuracy and attention to detail
• Advanced computer skills, particularly Microsoft Word, Excel, PowerPoint
• Knowledge with Salesforce, ServiceNow, Cherwell or any IT System Management.
• Ability to work independently and as a team.
• Proven analytical skills and experience in understanding requirements / implementing solutions
  
  

If this sounds like you, we’d love you to apply!

We believe in the power of an inclusive and diverse workforce. We trust you will bring your authentic self towork, and we will focus on making sure that together, we make a strong contribution to the broader communityin which we operate. Where possible, flexible working arrangements are the norm, as we know a better work-life balance can improve your motivation, performance, and productivity.

As an equal opportunity employer, all applicants will be considered. Benefits/perks may vary depending on thenature of your employment with Canon Group and the country where you work. All applicants must be eligibleto work in the country they are applying to at the time of application.

Looking to join this diverse team? Apply online now.

Successful applicants will be notified of next steps