GSD Account Specialist

Overview
Konica Minolta currently has an exciting opportunity for a

GSD Account Specialist!

Provide an exceptional service experience when handling incoming customer requests

Determine nature of customer request and provide the appropriate support or escalation

Handle additional dedicated and non-dedicated customer requests as needed

Interact with external systems per customer requirements

Follows standard Service Level Agreement (SLA) Management practices

Responsibilities

Follows prescribed processes and procedures including systems, schedule adherence and tool utilization

Communicate clearly and professionally with customers to handle requests efficiently

Handle inbound requests including support incidents, service requests, meter readings and orders using internal and external multi-media following customer specific procedures and policies

Triage customer requests to determine best course of action using active listening and/or research including proper handling of account specific procedures

Identify urgent situations that require additional actions to satisfy the customers' needs including supply sourcing/expediting as well as incident and customer specific project escalation

Follow through on customer commitments, research as needed using available resources

Provide standard SLA and escalation management based on customer entitlement

Routine monitoring of specified customers, follow up with direct and indirect resources; document activity and complete incident in applicable systems

Actively participate in learning opportunities and completes assigned curriculum in a timely manner; apply knowledge learned to continuously improve the customer experience

Complete other projects and tasks as assigned by management

Qualifications

High school diploma or equivalent

Minimum 2 years' experience in customer service

Excellent verbal and written communication skills

Knowledge of systems and applications used to support a call center environment

Good customer service and interpersonal skills

Ability to problem solve and perform basic troubleshooting with minimal assistance

Computer skills- Microsoft Office, Word, Excel, PowerPoint

Positive attitude and collaborates well with team members

Detail Oriented

Ability to multi-task work in a fast paced environment

Occasional travel as requested

Equal Employment Opportunity 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) Ltee. est un employeur d'opportunite egale.

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