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We are actively building diverse teams and welcome applications from everyone

Role:  Customer Support Advisor
Located:  Northampton (Hybrid working)
Package:    Competitive salary, plus bonus and large company benefits

Shift Pattern: Monday to Friday shifts between 8.00 am and 6.00 pm on a rota basis

About Ricoh:

Ricoh is a global technology business. As a company born in print, we design and manufacture graphic solutions that transform communications. To keep up with the pace of change in the workplace, we have built an extensive portfolio of innovative, industry-leading digital services spanning everything from Cloud & IT infrastructure solutions to process automation tools.

Everything we do is designed to help individuals achieve fulfilment through work. Through technology, we make work smarter and more creative. Enabling people to lead purposeful working lives and organisations to become more productive, sustainable and profitable.

Find out more about Ricoh Today
 

What you will be doing

• To provide outstanding customer service to both external and internal customers by offering first level technical assistance using the online knowledge bases provided, in order to achieve first time resolution which removes the need for an engineer.

• To escalate unresolved incidents to the appropriate resolver group within the required contractual timescales, in order to ensure the Company meets service level agreements.

• Ensure any chargeable services have the appropriate agreement from the requestor (whether direct or in-direct), to ensure billing and revenue targets are achieved.

• Provide general customer service, referring queries to other departments such as Credit Control, and dealing with customer queries, to offer the highest level of customer service. 

• To promote Company initiatives as requested, g. e-service, in order to enhance customer satisfaction and Company performance.

• To support Consumable Order team as and when required – validate order requirements, process where required, handle customer queries in relation to orders whilst considering our organizational costs and contractual requirements.

• Maintains database integrity by ensuring verification of customer information and file maintenance.

• Adhere to company policies and procedures, whether organizational or task related to ensure governance.

We are an equal opportunities employer

We are an equal opportunities employer

We are open to discussing adjustments to the recruitment process if needed. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.

Striving for inclusion and diversity isn’t just the right thing to do. Diverse approaches, perspectives and experiences make us more innovative, lead to better decisions and help us better understand the needs of our customers.

To empower you to bring your full identity to work, we have employee-led affinity groups in LGBTQ+, gender and ethnicity that allow members to explore issues and challenges surrounding shared identities, experiences and beliefs.

Click here to learn more about life at Ricoh.