ANALYST, REGIONAL CONTACT CENTER (CUSTOMER SERVICE)

Job Summary

Job Description

• • Handle incoming support cases quickly and professionally
  • Communicate with customers via phone, WhatsApp, chat, and email
  • Listen carefully to identify the real issue behind customer queries
  • Provide solutions or escalate issues when needed
  • Direct calls to the right department if necessary
  • Use support documentation to assist customers effectively
  • Follow proper escalation procedures for complex problems
  • Maintain accurate customer records using Genesys and Microsoft 365
  • Manage account updates and ensure database integrity
  • Handle multiple transactions and resolve urgent situations with good judgment
  • Follow company policies, training, and guidelines under manager supervision
  • Multi-task across systems and communication channels to resolve issues
  • Record all incidents and activities in the tracking system with detailed accuracy
  • Share customer feedback (“voice of the customer”) with management
  • Perform basic troubleshooting for Ricoh and non-Ricoh products
  • Carry out other duties as assigned

Education

• Language: MUST be high proficiency in Cantonese in both verbal & written skills due to need to communicate with the client from APAC country include Hong Kong
• High school diploma or equivalent is required.
• Strongly prefer 1–2 years of in call centre or customer service operation.

• fresh graduates are encouraged to apply

Skills

• Must have the ability to successfully complete the Initial Training program.
• Excellent customer service and communication skills.
• Demonstrates strong problem-solving skills.
• Quickly and accurately processes both internal & external customer requests
within department standards.
• Strong written and verbal communication skills.
• Strong knowledge of Microsoft 365, Microsoft Outlook, Microsoft Word and various
other “RICOH” programs.
• Possesses ability to work in a team-orientated atmosphere.
• Possesses ability to make decisions independently and use good judgment when
others should be involved.
• The ability to multi-task (i.e. work multiple chat requests simultaneously, or create
service requests, etc.).
• Possesses a professional demeanour and positive attitude.
• Possess strong organizational skills.
• Thorough understanding of resources available to them.