Bilingual (French/English) Service Delivery Escalation Specialist

Customer facing role responsible for creating exceptional customer experiences while maintaining a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Assists with departmental training and knowledge article creation. Participates in continuous improvement/quality initiatives, policies and process creation.

Ensure customer needs and requirements are met or exceeded while partnering with peers and management to achieve Ricoh’s corporate goals.

Duties and Responsibilities:

- Adept in handling of escalations from internal and external customers
- Expert in all Contact Center programs, exception policies and processes
- Ability to identify and determine root cause of service and supply issues and work through to resolution
- Assists frontline team by handling calls, chats or emails during peak periods of the day
- Multi-tasking while providing exceptional customer care and 2nd level support
- Mentor new support team members on procedures and policies
- Responsible for dealer division reassignments and escalations
- Educates customers on self-service options to access their accounts 24 hours a day/7 days a week
- Responsible for system generated exception workflow approvals and rejections
- Assists with Oracle Field Service Cloud tech assignments and escalations
- Follows up with customer to ensure issue resolution and deliver 100% customer satisfaction
- Maintains database integrity by ensuring verification of customer information and file maintenance (i.e. contact information, customer account changes, address, phone #, equipment ID#, etc).
- Communicates customer escalations to field service technicians and management using appropriate channels of communication
- Review and identify root cause for all escalated issues, making suggestions and providing this information to the management team for continual service improvement
- Demonstrates ownership of customer issues and works proactively with management, external partners, and other internal teams to manage issues through to a complete resolution in a timely manner




- Allow for versatile time availability to accommodate work schedule, when necessary
- Maintain composure and patience in face of difficult customer situations
- Diffuse volatile customer situations calmly and courteously
- Assists with user acceptance testing of new system enhancements
- Performs other duties as assigned.

Qualifications

- 3 or more years of experience working in a high volume contact center as a customer service lead or subject matter expert is required
- Associates or Bachelor’s degree preferred
- HDI Certification preferred
- ITILv3 or ITIL v4 certification preferred
- Oracle and ServiceNow experience highly desirable

Skills

- Candidate must be fully bilingual in English and French
- Excellent customer service and communication skills
- Demonstrates strong active listening & problem solving skills
- Able to multi-task
- Possesses leadership skills and ability to work independently.
- Possesses ability to use good judgment and handle crisis situations.
- Ability to identify and resolve more complex issues promptly and accurately
- Possess strong organizational skills
- Demonstrates mentoring skills
- Ability to work in a team oriented environment
- Possesses ability to follow through with work directives and meet deadlines.
- Recognizes areas for potential need of process improvements.
- Time Management skills
- Demonstrate high integrity, trust and maintains strict confidentiality
- Possesses ability to work in a team-orientated atmosphere.
- Demonstrate ability to work independently and maintain self-directed work habits.

Working conditions

- Typically works in an office environment with adequate lighting and ventilation with a normal range of temperature and noise level
- Daily contact with internal and external customers




- Work may require substantial involvement in stressful situations causing considerable strain.
- Daily communication with department, area personnel, and customers.
- Work assignments are generally routine and repetitive. Management will provide detailed instructions.
- Some physical effort is required to remain in a sitting position for prolonged periods while concentrating on specific task
- Requires moderate dexterity for regular application of basic skills (calculator, keyboard, eye/hand coordination)

Come Create at Ricoh

If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.

Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future.

If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.

Invest in Yourself

At Ricoh, you can:

- Select the medical, dental, life, and disability insurance coverage that fits your needs.
- Contribute to your financial security with Ricoh Canada’s Retirement plan, with company matching contributions.
- Augment your education with team member tuition assistance programs.
- Enjoy paid vacation time and paid holidays annually.
- Tap into many other benefits to enhance your health, wellness such and ongoing personal and professional development.

📌 Bilingual Service Delivery Escalation Specialist (Mississauga)
🏢 Ricoh
📍 Mississauga