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Customer Care Agent

3 weeks ago

Mississauga, Ontario, Canada Konica Minolta Business Solutions, U.S.A., Inc. Full time
Overview

To provide excellent customer service to both external and internal customers calling and or emailing in for problem solving. KM Customer Care Representative is responsible for providing the best solutions to customers either by maximizing first call resolution or issuing a trouble ticket to the appropriate administrative team.

Responsibilities

1. Answer all incoming customer calls and emails in a professional manner
2. Ensure all meter reads are entered in SAP accurately
3. Monitor trouble tickets to ensure our customers are satisfied with the results
4. Review and validate new contracts for billing accuracy
5. Work through daily assigned trouble tickets to ensure appropriate resolution is in place
6. Exercise First Contact Resolution wherever applicable on customer internal and external contacts
7. Act as back-up to co-workers during vacations, special projects and other extended leaves
8. Perform other duties as assigned by the KM Cares Manager or designate

KEY RESPONSIBILITIES / DUTIES


Incoming Customer Calls
- Answer all incoming customer calls in a polite and professional manner
- Provide excellent customer service to customers by listening and providing accurate responses
- Review and examine customers' accounts to better facilitate customer issues
- Identify and analyze root cause of problem(s) experienced by customers
- Provide solution(s) to customer problem(s) as appropriate


Customer Help Emails
- Provide written responses to all incoming emails in a timely and professional manner
- Ensure all emails are responded to within our customer SLA guidelines
- Review thoroughly what the customer email is requesting, and investigate accordingly before
responding to customer with a resolution


Data Entry: Meter Reads
- Process all assigned meter reads daily by entering in SAP accurately and in a timely manner
- Analyze all meter reads to determine if reading is accurate to process in SAP or incorrect by
comparing to previous billed meter read history
Customer Resolution: Daily Audits
- Contract Validations
- Review new contracts set up in SAP for billing accuracy
- Compare and identify potential errors between new contracts in SAP and hard copy contract
agreements
- Take additional steps to correct any existing contract errors by contacting the appropriate team for
correction

Other Duties/Projects
- As assigned

Qualifications


• Minimum Grade 12 education

• Ability to handle various related items simultaneously

• Strong interpersonal and professional telephone communication skills

• Excellent listening and attention to detail

• Ability to work under pressure

• Ability to organize daily tasks to ensure deadlines are met

• Proficient in Microsoft Window programs (Outlook, Excel)

• Excellent grammar and written communication skills

• Bilingual (French & English) written/verbal - very nice to have

#KM

About Us

Konica Minolta Business Solutions' (Konica Minolta) journey started more than 150 years ago, with a vision to see and do things differently. The company partners with clients to Give Shape to Ideas by supporting their digital transformation through its expansive Intelligent Connected Workplace portfolio. Its business technology offerings include IT Services, intelligent information management, video security solutions and managed print services, as well as office technology and industrial and commercial print solutions. 2025 marks Konica Minolta's 20th anniversary in production print, for which it celebrates "20 Years of Excellence, Innovation and Impact," and continues to lead the way in digital commercial printing. This year also commemorates 20 years of Konica Minolta's bizhub brand. Over the past two decades, the bizhub series has revolutionized office technology and redefined how businesses operate. It has continuously evolved to meet the needs of modern workplaces, fueled by advances in technology and a commitment to innovation. Konica Minolta is proud to be ranked on the Forbes 2025 America's Best Large Employers list, included on CRN's MSP 500 list numerous times; recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for eighteen consecutive years and presented with Keypoint Intelligence's BLI 2025 and 2021 A3 Line of The Year and BLI Most Color Consistent A3 Brand Awards for its bizhub One i-Series. For more information, please visit Konica Minolta online and follow it on Facebook, YouTube, LinkedIn and Twitter. 

Konica Minolta operates on a North American Shared Services model, which aligns cross-border priorities and enhances delivery to its field organization. This combines service functions in the U.S. and Canada, ultimately providing more resources to support areas such as sales administration, logistics and supply chain, marketing, product planning, finance, IT, HR and legal.

Au sujet de Konica Minolta

Solutions d'affaires Konica Minolta (Konica Minolta) a entamé son parcours il y a plus de 150 ans, avec la volonté de voir et de faire les choses autrement. Elle fait équipe avec ses clients pour donner forme à leurs idées en appuyant leur transformation numérique grâce à un riche portefeuille de solutions pour un milieu de travail connecté et futé. Parmi ses technologies d'affaires, on retrouve des services de TI, la gestion intelligente de l'information, des solutions de sécurité vidéo et des services d'impression gérés ainsi que des technologies de bureau et des solutions d'impression industrielle et commerciale. L'année 2025 marque le 20e anniversaire de l'entrée de Konica Minolta dans le marché de l'impression de production; l'entreprise souligne « 20 années d'excellence, d'innovation et de résultats » tout en continuant d'être une figure de proue dans l'impression numérique commerciale. C'est aussi l'année où la marque bizhub de Konica Minolta célèbre ses 20 ans, au cours desquels la gamme a révolutionné la technologie de bureau, redéfini les processus des entreprises, et évolué continuellement pour répondre aux besoins des milieux de travail modernes, mue par les avancées technologiques et la volonté d'innover. Konica Minolta est fière de faire partie du palmarès 2025 des meilleurs grands employeurs d'Amérique de Forbes, d'avoir figuré à plusieurs reprises au palmarès CRN des 500 fournisseurs de services gérés, d'avoir été nommée la marque numéro un en matière de fidélité des clients sur le marché des appareils de bureau multifonctions par Brand Keys pendant 18 années consécutives, et de s'être vue décerner les prix BLI « A3 Line of the Year » 2021 et 2025 et « Most Colour Consistent A3 Brand » de Keypoint Intelligence pour sa gamme bizhub One i-Series. Pour en savoir plus, rendez-vous sur le site de Konica Minolta et suivez l'entreprise sur Facebook, YouTube, LinkedIn et Twitter.

Konica Minolta fonctionne selon un modèle de services partagés nord-américain qui permet d'harmoniser les priorités transfrontalières et d'améliorer la prestation de services aux organisations opérationnelles. Le modèle combine des fonctions de service américaine et canadienne afin d'offrir davantage de ressources aux services de soutien comme l'administration des ventes, la logistique et la chaîne d'approvisionnement, le marketing, la planification des produits, la finance, les TI, les RH et les services juridiques.

EOE Statement

Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.

 

Konica Minolta Business Solutions (Canada) Ltd. is an equal opportunity employer.

Solutions d'affaires Konica Minolta (Canada) Ltée. est un employeur d'opportunité égale.