This position can be based in Mississauga, ON or Moncton, Recent Brunswick***Bilingual (French/English) Service Delivery Escalation Specialist / Spécialiste en escalade des prestations de servicesCustomer 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.JOB DESCRIPTIONDuties And ResponsibilitiesAdept in handling of escalations from internal and external customersExpert in all Contact Center programs, exception policies and processesAbility to identify and determine root cause of service and supply issues and work through to resolutionAssists frontline team by handling calls, chats or emails during peak periods of the dayMulti-tasking while providing exceptional customer care and 2nd level supportMentor new support team members on procedures and policiesResponsible for dealer division reassignments and escalationsEducates customers on self-service options to access their accounts 24 hours a day/7 days a weekResponsible for system generated exception workflow approvals and rejectionsAssists with Oracle Field Service Cloud tech assignments and escalationsFollows up with customer to ensure issue resolution and deliver 100% customer satisfactionMaintains 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 communicationReview and identify root cause for all escalated issues, making suggestions and providing this information to the management team for continual service improvementDemonstrates 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 mannerAllow for flexible time availability to accommodate work schedule, when necessaryMaintain composure and patience in face of difficult customer situationsDiffuse volatile customer situations calmly and courteouslyAssists with user acceptance testing of new system enhancementsPerforms other duties as assigned.Qualifications3 or more years of experience working in a high volume contact center as a customer service lead or subject matter expert is requiredAssociates or Bachelor's degree preferredHDI Certification preferredITILv3 or ITIL v4 certification preferredOracle and ServiceNow experience highly desirableSkillsCandidate must be fully bilingual in English and FrenchExcellent customer service and communication skillsDemonstrates robust active listening & problem solving skillsAble to multi-taskPossesses 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 accuratelyPossess strong organizational skillsDemonstrates mentoring skillsAbility to work in a team oriented environmentPossesses ability to follow through with work directives and meet deadlines.Recognizes areas for potential need of process improvements.Time Management skillsDemonstrate high integrity, trust and maintains strict confidentialityPossesses ability to work in a team-orientated atmosphere.Demonstrate ability to work independently and maintain self-directed work habits.Working conditionsTypically works in an office environment with adequate lighting and ventilation with a normal range of temperature and noise levelDaily contact with internal and external customersWork 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 taskRequires moderate dexterity for regular application of basic skills (calculator, keyboard, eye/hand coordination)Spécialiste en escalade des prestations de servicesRôle 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 ResponsabilitésHabile à gérer les escalades provo... etc ...

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