This position can be based in Mississauga, ON or Moncton, New Brunswick***

Bilingual (French/English) Service Delivery Escalation Specialist / Spécialiste en escalade des prestations de services

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 flexible 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 solid 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)

Spécialiste en escalade des prestations de services

Rôle en contact direct avec la clientèle, chargé de créer des expériences client exceptionnelles tout en maintenant un haut niveau de professionnalisme, de patience et d'efficacité afin de minimiser l'insatisfaction des clients et d'accroître leur fidélité. Contribue à la formation du département et à la création d'articles de connaissances. Participe aux initiatives d'amélioration continue/qualité, à l'élaboration de politiques et à la création de processus.

Veiller à ce que les besoins et les exigences des clients soient satisfaits, voire dépassés, tout en collaborant avec ses collègues et la direction pour atteindre les objectifs de l'entreprise Ricoh.

Tâches Et Responsabilités

Habile à gérer les escalades provo... etc ...

📌 Bilingual Service Delivery Escalation Specialist (Winnipeg)
🏢 Ricoh USA
📍 Winnipeg