Client Services Coordinator - NZ

About the Role

Client Services Coordinator – Service Management acts as a liaison with the Customer's Service Desk tomaintain high service standards and efficiently handle user requests. Key responsibilities include managingCanon-related service tickets, raising incidents in Canon’s ITSM Tool, providing second-level support,assisting with IMACD requests, and ensuring exceptional customer satisfaction while meeting service levels.

Essential Duties and Responsibilities

The CSC team will work with the Client Services Managers (CSM) to conduct activities around nominatedManaged Document Services (MDS) accounts to ensure Canon business objectives and customerdeliverables are met.

• Work with relevant Canon departments to coordinate key information, deliver seamless processes andensure data accuracy.
• Enable the Managed Services and Service Delivery team to focus on core business deliverables.
• Assist with the preparation of monthly customer performance reporting including;
• Produce manual customer reports using data from different sources
• Collate customer reporting as required by CSM’s
• Escalate any discrepancies with information or system set up with the relevant internal department, trackinformation and follow through to completion.
• Assist CSM with monthly MDS reporting which may include producing manual reports using invoice data,other data sources, produce graphs and analytical summaries.
• Internal escalation management – manage tasks with internal teams follow up to completion.
• Assist with fleet management – support IMACD requests.
• Complete account reconciliations to ensure data accuracy.
• Collate billing and reporting / consolidate into master rolling data files.
• Managing service tickets in the Customer’s ITSM Tool.
• Raising and monitoring incidents within Canon's ITSM system for tracking and reporting.
• Resolving or escalating service incidents as second-level support.
• Assisting with and managing IMACD (Install, Move, Add, Change, Delete) requests.
• Handling standard changes and updates related to service requests.
• Ensuring high levels of customer satisfaction and meeting service levels.
• Remotely monitoring product statuses and resolving issues.
• Maintain an accurate asset register and run service reports.
• Escalate any discrepancies with information or system set up with the relevant internal department, trackinformation and follow through to completion.
• Assist CSM with monthly MDS reporting which may include producing manual reports using invoice data,other data sources, produce graphs and analytical summaries.
• Internal escalation management – manage tasks with internal teams follow up to completion.
• Assist with fleet management – support IMACD requests.
• Complete account reconciliations to ensure data accuracy.
• Collate billing and reporting / consolidate into master rolling data files.
• Managing service tickets in the Customer’s ITSM Tool.
• Raising and monitoring incidents within Canon's ITSM system for tracking and reporting.
• Resolving or escalating service incidents as second-level support.
• Assisting with and managing IMACD (Install, Move, Add, Change, Delete) requests.
• Handling standard changes and updates related to service requests.
• Ensuring high levels of customer satisfaction and meeting service levels.
• Remotely monitoring product statuses and resolving issues.
• Maintain an accurate asset register and run service reports.

Qualifications