Operations Supervisor

About Us

As a market leader in Business Process Optimisation and IT services for over 20 years, Canon Business Services Centre Philippines helps organisations optimise, automate, and transform their operations, setting them up for greater growth. We work collaboratively with customers to get the results they want, delivering bespoke solutions designed to meet and exceed their business needs, overcoming challenges, and freeing them up to focus on what sets them apart.We’re trusted by industry leaders because of our dedicated customer focus, and agile approaches to solving our clients’ key challenges. With a commitment to delivering the best service management experience possible, 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 be empowered to focus on your career progression and turn your goals into reality as an integral part of the group’s success.

Essential Duties

The Operations Supervisor is expected to provide the Services and Deliverable(s) on behalf of Canon Australia, as follows:

• RTS Administration: Contact customers via phone or email to inform them their mail has returned to Canon. Agent will check the customers address and if required forward the customer’s scanned documents to their personal email address and update details in the relevant system such as Oracle.
• Contract Administration: When all RTS tasks have been completed each day, the Agent should be assigned to the contracts team to assist with contract creation / maintenance.
  
  

Primary Job Functions:

• Answer voice messages / make outbound calls / emails and respond to customer’s inquiries, process contract creation, and effectively communicate resolution to customer’s issue.
• Identify customer's issue and provide available support options.
• Adhere to and demonstrate Quality Monitoring (QA) guidelines.
• Demonstrate a high level of professionalism and strong customer service orientation.
• Update Call / Email Management database with details on each customer call in accordance with client procedures.
• Outline any guidelines to customers in accordance with client procedures.
• Regularly stay updated with the latest product knowledge and technical skills using available resources.
• When required, to escalate issues outside of service boundaries to Team Leader.
• Take responsibility to ensure customers experience with Canon exceed expectations.
• Create a positive impression on Canon whenever interacting with customers.
• Undertake any Ad Hoc project or assignments assigned by Team Leader.
• Update the record if necessary and verify if information is correct through external tools.
• Undergo cross-training and handle other LOBs (line of business) as assigned by the Team Leader.
  
  

Qualifications

• Diploma or b achelor ’s degree or with equivalent Customer Service background is strongly recommended. Otherwise , any other basic degree or diploma.
  
  

6 months or more full-time call handling or email handling experience. Preferably from a collections background and have experience in skip tracing.

• Excellent written and verbal communication skills
• Keyboarding Skills – Ability to type accurately and efficiently
• Active listening and good comprehension skills
• Phone and Email System – Ability to log into and utilize the Vendor phone and email system sufficient to meet the service level requirements
• Tools and Desktop Systems – Ability to adequately use the required e-mail, database any other required tools specific to the supported product set
• Customer Service Skills – Demonstrated ability to meet and exceed customer satisfaction targets as what is prescribed
• Product Knowledge – Demonstrated understanding of product being supported
• Policy and Procedures – Demonstrated understanding of policies, e.g. Code of Business Conduct and procedures for the handling and escalation of service requests
• Familiar with basic Excel operations
  
  

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 to work, and we will focus on making sure that together, we make a strong contribution to the broader community in 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 the nature of your employment with Canon Group and the country where you work. All applicants must be eligible to 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