Customer Support Advisor Northampton, England
Job description
Change your job, change your workplace, change your future...
We are actively building diverse teams and welcome applications from everyone
Role: Customer Support Advisor - Call Receipts Team
Located: Northampton (Ricoh operate a vibrant working policy giving you flexible hybrid working options)
Package: £21,255 plus bonus and large 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...
To support customer requests for service assistance relating to core Ricoh UK business, in a cost effective manner and in compliance with agreed customer service levels and company procedures, for both internal and external customers
- To provide outstanding customer service to both external and internal customers by offering first level technical assistance using the online knowledge bases provided, in order to achieve first time resolution which removes the need for an engineer.
- To escalate unresolved incidents to the appropriate resolver group within the required contractual timescales, in order to ensure the Company meets service level agreements.
- Ensure any chargeable services have the appropriate agreement from the requestor (whether direct or in-direct), to ensure billing and revenue targets are achieved.
- Provide general customer service, referring queries to other departments such as Credit Control, and dealing with customer queries, to offer the highest level of customer service.
- To promote Company initiatives as requested, e.g. e-service, in order to enhance customer satisfaction and Company performance.
- To support Consumable Order team as and when required – validate order requirements, process where required, handle customer queries in relation to orders whilst considering our organizational costs and contractual requirements.
- Maintains database integrity by ensuring verification of customer information and file maintenance.
- Adhere to company policies and procedures, whether organizational or task related to ensure governance.
You will ideally have...
- Excellent telephone manner for effective customer handling,
- Excellent customer handling skills
- Written communication skills to enable effective communication with internal and external contacts,
- Knowledge of relevant systems and procedures,
- Problem solving skills
- Negotiation skills,
- Commercial awareness of the Company’s customer base,
- Good technical understanding of the Ricoh and Non Ricoh product ranges
- Connectivity Knowledge
- Good PC skills
- Act as a point of escalation to technical resolver group
We receive a high volume of applications for our roles, so we encourage you to apply as soon as possible
In return for your commitment, you can expect...
We’re looking for individuals with values and causes, strengths and weaknesses, passions and ideas. Bring your unique energy, and we’ll match it with opportunities to create the future.
In return for your commitment, we can offer you:
- Flexible and hybrid working in line with role requirements
- An inclusive workplace
- Excellent package with solid basic, strong bonus and company benefits including:
- A competitive holiday entitlement, two days special leave per annum for volunteering, additional holiday purchase scheme
- Flexible retirement plan
- Wellbeing schemes to support your physical, emotional and financial health including Employee Assistance Programme, financial protection, life cover and will writing, medical protection, gym, travel and retail discounts, and more.
- Company car / car allowance (role-specific), cycle to work scheme
- Career development and life-long learning opportunities
- Opportunity to join a global company
Life at Ricoh:
Ricoh’s Core Values
Our values encourage us to constantly improve and contribute to the wellbeing of all stakeholders, including our customers, employees and society.
For our leaders, we deliver training and mentorship to ensure our managers can positively contribute to our company culture, with inclusive behaviours that are aligned to our values.
Be part of something bigger
Our approach to sustainability touches every part of our organisation: from manufacturing to distribution, business sites to recycling, and how we support our customers.
By working with Ricoh, you choose to work for a company that cares about its impact on the planet and takes steps to reduce it each year. We have a number of global sustainability accreditations. You can read more about our work toward the UN's 17 Sustainable Development Goals here.
We are an equal opportunities employer
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.
