Process Lead - Customer Care

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:

• Working cohesively as part of a team to manage the daily operational activities of the Customer Service Representatives including communication of key information and where required, providing a further escalation point for difficult customer queries to ensure customer centric solutions are provided.
• Identify customer's issue and provide available support options.
• Adhere to and demonstrate Quality Monitoring (QA) guidelines.
• Demonstrate an elevated level of professionalism and strong customer service orientation.
• Manage Call / Email Management databases 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 Supervisor and/or Operations Manager.
• Take responsibility to ensure customers experience with NZP exceed expectations.
• Create a positive impression on NZP whenever interacting with customers.
• Undertake any Ad Hoc project or assignments assigned by Operations Manager
• Improve the performance of the team by gathering meaningful insights, coaching, and managing when required to support the delivery of quality business outcomes. Deliver on personal targets and development objectives
• Experience in team management, specifically in call centre operations
  
  

Qualifications:

• Diploma or bachelor’s degree or with equivalent
• Customer Service background is strongly recommended. Otherwise, any other basic degree or diploma.
• Three years or more full-time call handling or email handling experience and handling teams.
• Amenable to work onsite in McKinley Hill, Taguig
• Available to work on a schedule from 4 AM - 1 PM
  
  

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