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. 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 Educates customers on self-service options to access their accounts 24 hours a day/7 days a week 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 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 ~ Oracle and ServiceNow experience highly desirable Candidate must be fully bilingual in English and French Excellent customer service and communication skills Recognizes areas for potential need of process improvements.

Typically works in an office workplace with adequate lighting and ventilation with a normal range of temperature and noise level Daily contact with internal and external customers Daily communication with department, area personnel, and customers. 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.

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