Who Are we? As a world-leading provider of workplace technology, Ricoh is all about improving work life by providing better user experiences, optimised workflows, anytime anywhere collaboration, and digital infrastructure solutions. At Ricoh, we harness the infinite potential of the collective imagination as our daily pursuit. Embracing a culture of openness, we welcome all ideas. Our purpose is to shape the future of work and the sustainability of our world and use its infinite potential to truly imagine change. Is this the role for you? Position Overview: As a Level 1 Customer Service Representative, you are an essential member of our customer support team, representing Ricoh as the first point of contact responsible for delivering exceptional service and support to our valued customers. Your primary objective will be to handle incoming inquiries, provide accurate and timely information, and resolve customer issues effectively. You will be the first point of contact for customers, ensuring their satisfaction and fostering positive relationships with our brand. Your Role As a Customer Service Representatives, you will be responsible for assisting our customers and representing Ricoh as the first point of contact. This is a fast-paced customer service role where you will be assisting our customers to solve technical issues, reorder supplies and handle general enquiries. Key Responsibilities Customer : Respond to customer inquiries, concerns, and requests promptly and professionally via phone and email communication channels. Assist customers with product navigation, troubleshooting, and usage to ensure a seamless and satisfactory experience. Process/escalate customer request/orders, ensuring accuracy and compliance with company guidelines. Strive to achieve high levels of customer satisfaction and loyalty by actively listening to customers, empathising with their concerns, and demonstrating a genuine commitment to resolving their issues. Issue Resolution: Identify customer issues and provide appropriate solutions utilising the company tools, adhering to established guidelines. Escalate complex or unresolved issues to the appropriate department or higher-level support agents when necessary. Product Knowledge: Develop a comprehensive understanding of our products and services to address customer inquiries accurately and offer relevant information and solutions. Documentation : Maintain accurate and detailed records of customer interactions, inquiries, and resolutions notes using our customer relationship management (CRM) system. Quality Assurance: Adhere to company guidelines and standards for customer support, ensuring consistent delivery of exceptional service. Continuous Improvement: Provide feedback on recurring customer issues and suggest process improvements to enhance the overall customer experience. Team Collaboration: Collaborate with other team members and departments to resolve complex customer issues, share knowledge, and maintain a positive team environment. To be successful in this role: Proven experience in customer service, preferably in a call center or support environment. Excellent communication skills, both verbal and written, with a friendly and professional demeanor. Strong problem-solving abilities and the ability to think quickly on your feet. Empathetic and patient attitude, with a focus on understanding and meeting customer needs. Basic computer proficiency and experience with CRM software or ticketing systems is advantageous. Flexibility to work in shifts, rostered between 8:00am and 8:00pm Ability to handle high call volumes and maintain composure under pressure. A proactive approach to learning about products and services to provide accurate information to customers. Adaptable, reliable and can quickly build good rapport with people. Problem-solving skills, and the ability to think under pressure. You thrive in a busy environment and can focus on several tasks simultaneously. What we give back to you? At Ricoh, we take pride in giving back for your contribution to our success. We offer a range of benefits including: Paid Parental Leave Purchased Leave Scheme Participation in our RedE recognition program Free income protection cover Wellness program Novated leasing Employment Type Permanent
