ITS Customer Service Advisor

ITS Customer Service Advisor

About Ricoh

A global leader in digital services, recognised for innovation, sustainability and a people-first culture. We feature in the Gartner Magic Quadrant, are listed in the Global 100 Most Sustainable Companies, and have been named one of Forbes’ World’s Best Employers 2025.

At Ricoh, we believe people do their best work when they feel valued and supported. We create inclusive workplaces where you can grow, contribute, and make a positive impact while helping to build a more sustainable future.

Find your place. Transform your future

Our purpose is centred on understanding and improving how people work. By focusing on real working experiences, we support individuals to develop their skills, realise their potential and do work that feels meaningful.

People transform when they Love What They Do

This belief sits at the heart of The Ricoh Promise. It guides how we recruit, how we support our people, and how we work together every day, creating an environment where you can grow, feel valued and make a difference.

When you join us, you are encouraged to share your ideas, challenge the way things are done, and work with others to build something better. If you are looking for a place where your voice is heard, your development is supported, and your work feels meaningful, you will feel at home at Ricoh.

What you will be doing

• To provide outstanding customer service to both external and internal customers, including 3rd party management.
• To take ownership for delivery of ITS service, from call receipt to call closure, including providing customer updates on response times, troubleshooting based on the systems scheduling and dealing with Engineer queries, ensuring account service level agreements are met and any penalties avoided.
• Ensure timely and accurate transfer of information and updates between Ricoh and the clients call logging systems /email, maintaining high levels of data integrity.
• Adherence to Ricoh Policies and procedures to ensure high quality and efficiencies.
• Adherence to client specific policies such as escalation procedures.
• Ensure the accurate management of Stock Management within the respective systems
• To provide the Service Delivery Manager and field based teams with communication of the accounts activity, including performance, response times and customer escalations, in order for issues to be addressed quickly and efficiently.
• To promote company initiatives as requested, in order to enhance customer satisfaction and Company performance.

The ITS Customer Service Advisor will ideally have

• Good telephone manner,
• Excellent customer handling skills,
• Written communication skills to enable effective communication with internal and external contacts,
• Knowledge of relevant systems and procedures,
• Basic understanding of the Ricoh and non Ricoh product ranges,
• Commercial awareness of the Companies customer base,
• Good geographical knowledge,
• Negotiation skills,
• Problem solving skills.