Client Services Representative at CFA Institute providing support to global candidates and members across various communication channels. Troubleshooting issues and ensuring high customer satisfaction during mid - shift hours.
About the role
- Customer representative acting on behalf of customers for Canon's managed document services. Managing accounts and ensuring satisfaction through effective service delivery and collaboration with teams.
Responsibilities
- Act as the customer’s representative into the Canon processes in a seamless manner, working with the relevant departments and third parties to maximise customer satisfaction during all Managed Document Services (MDS) phases.
- Delivery on all elements of the Canon MDS Agreement, actively involved in the implementation of the customer fleet through coordinating the efforts of Canon Business Units.
- Ensure all MDS contractual SLA’s are delivered and provide performance reporting to the customer.
- Ongoing management of the MDS customer account as well as Continuous Service Improvement (CSI) analysis and implementation of improvements to ensure sustained customer satisfaction.
- Grow account revenue, including service revenue, for nominated MDS accounts
- Grow account profitability through service optimisation initiatives
- Work collaboratively with internal and external customers to achieve outcomes
- Where applicable Implement customer satisfaction surveys
- Understand our customer’s business needs by listening and communicating openly
- Develop and maintain a Personal Development Plan that clearly shows commitment to individual learning and skill development related to the position
- Develop and maintain effective and strong relationships between all Canon Business Units, Canon Business Partners and Third Parties
- Demonstrate Canon leadership behaviours and San-ji Spirit, and lead by example
- Contribute to process improvement projects
Requirements
- Minimum of 2 years relevant professional experience in technical support or customer service
- Tertiary qualifications in Business Management or equivalent
- Proven client services management and service delivery experience in corporate / government environment
- Experience in project management methodology to deliver and manage agreed outcomes
- Experience in change management and application of methodology to communicate operational and behavioural changes
- Proven ability to meet targets and deadlines effectively across multiple simultaneous projects
- High level of business and organisational understanding, as applied in the managed services environment
- ITIL Foundation Certificate in IT Service Management – Desired Criteria
Benefits
- Flexible working arrangements
- Professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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