Essential duties The Contracts Management Coordinator will support Inbound/Outbound Email and Inbound/Outbound Phone transactions falling to but not limited to the following categories below:

- Service Contract Creation
- Service Contract Status enquiries
- Service Contract/Consumable invoice enquiries
- Service Contract terminations
- Service Contract Renewals/Extensions
- Service Contract Updates
- Service Contract Novations
- Bill & Ship to Creation/Updates
- Consumable Returns
- BP Contract Exceptions Report
- Contract Exceptions Report
- Overbilling Hold Management
- Manual Credit and Debits
- Bulk Meter Reads Upload
- WMR Contact Creation and Update
- New Account Creation

Primary Job Functions

- Identify customer's issue and provide available support options.
- Adhere to and demonstrate Quality Monitoring (QA) guidelines.
- Demonstrate a high level of professionalism and robust customer service orientation.
- Update Call / Email Management database with details on each customer call in accordance with client procedures.




- Outline any charges and or guidelines to customers in accordance with client procedures.
- Regularly stay updated with the latest product knowledge and technical skills using available resources.
- When required, to escalate issues outside of service boundaries to Team Leader.
- Take responsibility to ensure customers experience with Canon exceed expectations.
- Create a positive impression on Canon whenever interacting with customers.
- Undertake any Ad Hoc project or assignments assigned by Team Leader.
- Update the record if necessary and verify if information is correct through internal/ external tools.
- Undergo cross-training and handle other LOBs (line of business) as assigned by the Team Leader.

Qualifications

- 6 months or more full-time call handling or email handling experience.
- Back Office Experience (B2B)

📌 Contracts Management Coordinator (Australia)
🏢 Canon
📍 Australia