ANALYST, REGIONAL CONTACT CENTER (RCC)

Job Summary

Job Description

• Process incoming support cases and incidents in a timely, professional manner
• Queries and listens to determine underlying issues.
• Process customer requests that are received through live chat, phone, Whatsapp
and email.
• Understands and performs actions to mitigate customer issues and problems.
• Directs customer calls to the appropriate department as needed.
• Evaluates the caller’s issue and provides assistance utilizing the appropriate
support information and documentation.
• Utilizes correct escalation procedures on issues outside the range of his/her
expertise.
• Utilize multiple responsibilities within Genesys and Microsoft 365 to maintain
database integrity by ensuring verification of customer information and account
maintenance.
• Handles a significant number of transactions while using good judgment to resolve
crisis situations.
• Under supervision of the department manager, follows company and
departmental training programs, policies, procedures and guidelines.
• Multi-tasking between systems and applications to facilitate problem resolution.
• Multi-tasking between phone, Whatsapp, chat and email incidents to ensure
timely issue handling.
• Relay “voice of the customer” feedback to management.
• Makes entries for incoming issues and all activities that pertain to any existing
issues within the incident tracking system.
• Ensuring that documented incident is accurate, detailed, and include all required
fields.
• Performs basic troubleshoot of Ricoh and non-Ricoh products.
• Performs 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.

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.