Key Account Customer Service Agent | Den Bosch | Hybrid

Ricoh prepares your workplace before you start working. We help the working Netherlands by optimizing business processes, adopting hybrid working, and setting up a flexible IT infrastructure. Safe, smart, and sustainable. Our approach is internationally recognized: Ricoh is featured in the Gartner Magic Quadrant, is part of the Global 100 Most Sustainable Companies, and has been named one of Forbes' World's Best Employers.

Working at Ricoh

At Ricoh, you work for an organization in motion. You have control over your own growth path and make a real impact. For customers and for the world around us. We enable people to work easier and smarter, with a focus on what truly matters. You will receive space in your role, your career, and your work-life balance.

Space to grow and be yourself
At Ricoh, it is all about you and your job satisfaction. When you do what suits you, you can achieve your best. That is why we support you in your development and create a work environment in which you can grow and be yourself.

You will receive the trust and the space to share your ideas, approach things differently, and work together with colleagues on better solutions. In an environment where attention is given to growth, collaboration, and responsibility.

Are you looking for a place where you are listened to, where your development is central, and where your work truly matters? Then you will feel at home at Ricoh.

As a Key Account Customer Service Agent, you are the central point of contact for our customers and ensure that service requests, reports, and inquiries are handled efficiently and professionally. Thanks to your proactive approach and strong organizational skills, you ensure an excellent customer experience and contribute directly to achieving our service agreements.

Your responsibilities include:

• Receiving, registering, and assessing customer inquiries, reports, and service requests via telephone and email.
• Informing customers about the status and progress of their requests.
• Coordinating requests and dispatching them to the appropriate internal departments and specialists.
• Monitoring outstanding actions and ensuring timely and correct follow-up.
• Achieving an initial substantive response within two hours of receiving a request.
• Identifying risks, bottlenecks, and deviations within the service provision and anticipating them.
• Prioritizing tasks based on urgency, impact, and agreed service levels.
• Acting as a connecting link between customers, engineers, service coordinators, and other internal stakeholders.
• Processing and managing customer data, files, and administrative tasks in our systems.
• Escalating complex issues and actively contributing to a fast and adequate solution.
• Identifying opportunities for improvement within processes and service provision and contributing to the continuous improvement of customer satisfaction.

You are a customer-oriented professional who gets energy from solving problems and relieving customers of their concerns. You maintain an overview, can switch effectively between different tasks, and feel at home in a dynamic environment where no two days are the same.

In addition, you possess:

• MBO+ work and thinking level.
• Experience within a customer service, service desk, administrative, or customer-oriented environment.
• Excellent communication skills in Dutch, both verbal and written.
• A proactive, solution-oriented, and service-oriented attitude.
• The ability to set priorities independently and manage multiple tasks simultaneously.
• Strong organizational skills and attention to detail.
• Experience with Microsoft Office and digital registration systems.
• The ability to collaborate effectively with various internal and external stakeholders.
• A result-oriented mindset with a focus on quality and customer satisfaction.
• The flexibility to switch quickly when priorities change or urgent situations arise.

You are someone who shows ownership, takes responsibility, and always looks for ways to further improve the service provision. In doing so, you make an important contribution to our customers' experience and to the success of Ricoh.

For your commitment, you can count on a culture built around four pillars.

Love to Connect

You are part of an international organization in which openness, collaboration, and inclusion are central. Across teams, roles, and countries, you work together with colleagues who listen to you, involve you, and encourage you.

Love to Grow

We find your development important. You will get access to training, mentoring, and career opportunities, both within and outside your role. This allows you to continue developing yourself and stay ready for the future.

Love to Give Back

You will get the chance to contribute to initiatives that go beyond your daily work. Think of volunteer work, sustainability projects, and activities that align with our social commitment.

Love to Succeed

We achieve success together. You can count on fair compensation, flexibility, and recognition for your commitment. Both large and small achievements are seen and appreciated.