Customer Care Representative

Overview

Konica Minolta has an exciting job opportunity for a Customer Care Representative.

As a Customer Care Representative, you'll support customers in Canada and the U.S. by delivering prompt and efficient assistance via inbound channels. A KM Customer Care Agent is to ensure timely and effective resolution of issues either through maximizing first-contact resolution or by creating and assigning trouble tickets to the appropriate support teams while ensuring unresolved issues are escalated appropriately through ticketing to guarantee seamless and positive customer experience.

Responsibilities

KEY RESPONSIBILITIES / DUTIES



Resolve and handle all incoming customer calls and emails in a professional manner

• Handle and resolve a high volume of customer and internal team inquiries through phone and email, ensuring prompt and professional responses.
• Provide excellent customer service to customers by listening and providing accurate responses
• Ability to develop relationships within other departments, to maximize teamwork to improve customer experience.

Audit inbound or outbound customer resolution tickets to ensure service level agreements and expectations are met.

• Intake, manage, and resolve IW tickets in a timely manner, documenting actions and maintaining clear communication with stakeholders.

• Resolve assigned daily support tickets to ensure appropriate and effective solutions are implemented.
• Monitor resolution outcomes by distributing customer satisfaction surveys to ensure issues are fully addressed and clients are satisfied.

Proactive assessment of customer calls to identify potential risks to maximize customer experience

• Review and examine customers' accounts to better facilitate customer issues
• Identify and analyze root causes of customer issues and implement effective, long-term solutions to prevent recurrence.
• Coordinate with multiple internal teams to expedite resolutions, escalate issues appropriately, and ensure follow-through on commitments.
• Track and report recurring issues to identify trends and contribute to process improvements.
• Prioritize and multitask across various duties in a fast-paced environment without compromising accuracy or customer satisfaction.
• Knowledge and understanding of Konica Minolta's internal departments, workflows, and how they contribute to the overall customer journey.
• Conduct audits on newly created contracts in SAP to ensure billing accuracy, supporting correct first-time invoicing and enhancing the overall customer experience.

Other Duties/Projects

• Act as back-up to co-workers during vacations, special projects and other extended leaves
• Perform other duties as assigned by the KM Cares manager or designate

Qualifications

• College diploma or equivalent experience
• Minimum 1 year of customer service experience or equivalent.
• Strong interpersonal and professional telephone communication skills
• Excellent written and verbal communication skills
• Superior logical thinking and multitasking skills
• Proactive approach to assess customer satisfaction levels with solution orientated approach
• Excellent listening and attention to detail
• Ability to work under pressure
• Strong problem-solving and critical-thinking skills.
• Excellent written and verbal communication skills with a professional and empathetic approach.
• Ability to multitask and prioritize while maintaining attention to detail in a high-volume environment.
• Proficient in Microsoft Office Suite, Window programs, ticketing systems and CRM tools.
• Bilingual (French & English) written/verbal as required

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 2021-2023 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 » 2021-2023 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.

Client-provided location(s): Mahwah, NJ

Job ID: Konica_Minoltaus-11877

Employment Type: FULL_TIME

Posted: 2025-12-01T23:41:35