Customer Service Representative

4 months ago

Toronto, Canada Document Direction Limited Full time

Document Direction Limited (“DDL”) is the exclusive distributor of Ricoh products and in the Greater Toronto Area for small and medium-sized businesses. For 20 years, DDL has provided productivity to organizations in the fast growing colour, multi-function / digital and document services markets. Document Direction provides client partners with Information Systems and Technology at whatever level desired, from basic equipment needs to Managed IT Helpdesk Services for an organization.

Ricoh is the leading worldwide provider of the highest quality document and content management solutions for the 21st century marketplace. Ricoh Canada Inc. is a wholly owned subsidiary of Ricoh Corporation with its head office in the Greater Toronto Area and a pioneer in the development of digital multifunctional document systems and related document management services.

DDL focuses on selecting and training top-performers, enabling their career progression in a ‘promote from within environment’. Due to our continued growth, we are seeking motivated, positive individuals to join our team.

 

The Role

DDL is looking for a Customer Service Representative to join our team. The ideal candidate must be primarily an excellent communicator and able to remain calm and composed within a variety of situations. The main responsibilities of this role include but are not limited to; resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment and following up to ensure resolution.

 

Job Responsibilities

  • Place service calls over the phone in an efficient manner

  • Prioritize calls according to urgency and importance

  • Address problems and requests by transmitting information or providing solutions

  • Prepare product or service reports by collecting and analyzing customer information

  • Manage large amounts of incoming calls

  • Generate sales leads

  • Build sustainable relationships of trust through open and interactive communication

  • Go the extra mile to engage customers

  • Process supply orders over the phone in an efficient manner

  • Assist technicians with requests, as needed

Requirements

  • Experience in the customer service sector preferred

  • 2 Years of Customer Service experience in a similar environment

  • 2 Years of Office Administrative experience

  • 1 Years of experience of dealing with high call volumes

  • Ability to work independently with minimal supervision

  • Strong ability to work in a very fast paced environment with occasional spurts of high stress/pressure

  • Extremely clear and professional oral and written communication skills

  • Extremely friendly personality that is portrayed over the telephone, and an ability to build strong customer relationships over the telephone

  • A fast learner/team player

  • Strong Microsoft Office experience, including email writing techniques

  • Office experience, specifically in a telephone-based customer service role

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