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?
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: 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