Customer Service RepresentativeCanon Business Service Centre (PHL)

Purpose:
To support the Customer Service Team by ensuring all customer service duties are completed in a timely manner.
Essential Duties:
Customer Service
Support team to ensure swift resolution to customer issues.
Establish and maintain a strong relationship with Client and all customers across multiple levels of their business.
Ensure CIF's are current, regularly reviewed and uploaded into PaT
Complete understanding of your clients SOP's
Ensure emails are answered within the client's agreed turnaround time of 15 minutes
Follow up on KPI's raised internally/externally within the client's agreed turnaround time of 15 minutes
Provide proactive, best-in-class customer service for all customers at all times
Co-ordinate customer reporting and ensure accurate and on time delivery of reports to customer
Answer all incoming phone calls in a timely, courteous and professional manner
Perpetuate a positive, proactive, team based culture within the Customer Service team through regular and effective communication.
Apply industry best practice and sharing of initiatives across other customers within commercial guidelines.
Administration
Ensure all work is compliant with all laws, regulations and policies.
Succession planning, to ensure your role has adequate substitutes trained.
Act as a mentor to others.
Daily activities and personal conduct should be professional, and an example of what is expected from staff and in line with company and client values and behaviours.
Work to the standards required in the relevant Result Areas as defined in your PAR.
Maintain accurate records of work performed to facilitate accurate invoicing of clients and reporting of Key Performance Indicators
Assist Site Management with daily tasks as required
Assist with site finance tasks, including preparation of data for Customer invoicing
Qualifications:
College/Bachelor's Degree in a related discipline or equivalent
Warehouse and/or Transport industry experience preferred
Intermediate Excel, Word, and PowerPoint skills
Strong written and oral communication skills
Strong customer service orientation
Ability to establish and maintain effective rapport with personnel at all levels, within and external to SCS
Highly organized and able to juggle competing priorities effectively
Able to demonstrate the highest level of confidentiality at all times
Takes initiative and shows enthusiasm
Self-assessing and self-motivated
Resilient, dynamic, flexible, and adaptable
Results-oriented and proactive
Effective as a team player and as an autonomous operator