Become a key player at Ricoh as a Service Delivery Escalation Specialist in Mississauga or Moncton. This role demands your bilingual skills and customer service expertise.
You will manage escalations and improve customer experiences by effectively handling inquiries and training support staff. The ideal candidate brings over three years of experience in a high-volume contact center as well as leadership capabilities in resolving complex service issues. Your familiarity with Oracle and ServiceNow will be advantageous in driving service excellence.
Key Responsibilities:
- Handle internal and external customer escalations
- Mentor and guide new support team members
- Analyze and resolve service supply issues proactively
- Follow up with customers to guarantee complete satisfaction
- Approve system-generated exception workflows
Requirements:
- Three or more years of contact center experience
- Preferred: Bachelor's degree, HDI, or ITIL certifications
- Must be bilingual in English and French
- Demonstrated problem-solving and organizational capabilities
- Ability to manage stressful situations with composure
Join Ricoh to enhance customer service delivery and support excellence.
Service Delivery Escalation Expert Ricoh in Mississauga employer: Ricoh USA, Inc.
Ricoh Canada is an exceptional employer that values its employees by fostering a culture of innovation and collaboration. With a strong commitment to professional development, you will have ample opportunities for growth while working in a dynamic environment that prioritizes service excellence and customer satisfaction. Located across Canada, our team enjoys a supportive atmosphere that encourages work-life balance and recognizes individual contributions.
