Customer Scheduling Advisor (Fixed Term)

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We are actively building diverse teams and welcome applications from everyone

Role: Customer Scheduling Advisor (12 month Fixed Term Contract)
Located: Northampton
Package: Competitive pay, plus bonus and additional company benefits

About Ricoh:

Ricoh is a global technology business. As a company born in print, we design and manufacture graphic solutions that transform communications. To keep up with the pace of change in the workplace, we have built an extensive portfolio of innovative, industry-leading digital services spanning everything from Cloud & IT infrastructure solutions to process automation tools.

Everything we do is designed to help individuals achieve fulfilment through work. Through technology, we make work smarter and more creative. Enabling people to lead purposeful working lives and organisations to become more productive, sustainable and profitable.

Find out more about Ricoh Today

What you will be doing

As our business continues to thrive, we now have a requirement for an enthusiastic Customer Scheduling Advisor to be based at our Contact Centre within Ricoh UK s Prestigious Head Offices in Northampton:

• To process customer requests for service assistance by scheduling engineers to attend customers requests, in an effective and professional manner to comply with agreed customer contractual service levels and company procedures.
• To take ownership for a customer request for Technical assistance, from call receipt to call closure, including providing customer updates on response times, troubleshooting based on the systems scheduling and dealing with Engineer queries, ensuring Customer service level agreements are met and penalties avoided.
• To provide outstanding customer service to both external and internal customers through taking calls and responding appropriately by:
  1. Offering first level technical assistance using the online knowledge bases provided, in order to offer the fast fix possible and preventing an Engineer call being required,
  2. To escalate calls that are unresolved by first level technical assistance to be scheduled an Engineer visit within the required timescales, in order to ensure the Company meets service level agreements,
  3. Provide general customer service to ensure all queries are dealt with and where applicable, referring queries to other departments such as Credit Control, to offer the highest level of customer service and to deliver first time resolution.
• To promote Company initiatives as requested, in order to enhance customer satisfaction and Company performance.
• To provide the Field Service Manager with communication of the areas activity, including performance, response times and customer escalations, in order for issues to be addressed quickly and efficiently.
• Adherence to Ricoh Policies and procedures to ensure high quality and efficiencies.
• Maintains database integrity by ensuring verification of customer information and file maintenance.

You will ideally have

• Good telephone manner
• Excellent customer handling skills,
• Written communication skills to enable effective communication with internal and external contacts,
• Knowledge of relevant systems and procedures,
• Basic understanding of the Ricoh and non Ricoh product ranges
• Commercial awareness of the Companies customer base,
• Good geographical knowledge,
• Negotiation skills,
• Problem solving skills.

We are an equal opportunities employer

We are open to discussing adjustments to the recruitment process if needed. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.

Striving for inclusion and diversity isn t just the right thing to do. Diverse approaches, perspectives and experiences make us more innovative, lead to better decisions and help us better understand the needs of our customers.

To empower you to bring your full identity to work, we have employee-led affinity groups in LGBTQ+, gender and ethnicity that allow members to explore issues and challenges surrounding shared identities, experiences and beliefs.

Click here to learn more about life at Ricoh.