Service Experience Center Representative

2 semanas atrás

Lisboa, Portugal Xerox Tempo inteiro

**City**:Lisbon

**State/Province**:Lisbon

**Country**:Portugal

**Department**:Technical Customer Services

**Date**:Tuesday, January 17, 2023

**Working time**:Full-time

**Ref#**:20021706

**Job Level**:Specialist

**Job Type**:Experienced

**Job Field**:Technical Customer Services

**Seniority Level**:Entry Level

**Description & Requirements**:
**About Xerox Holdings Corporation**Xerox is looking for a Dutch speaking Customer Support Agent, where you will be the first point of contact for customers to provide the best and most cost-effective solutions to the end user. There is a strong focus on meeting required SLA and KPI’s and we incentive this with a bonus opportunity. Additionally, this role will work as a liaison with various escalation teams will be a key task within the role.-
Main Responsibilities:
- Act as the primary country contact for customers on all escalations
- Handle telephone/Web calls and deal with them promptly, efficiently and with empathy to ensure a positive experience for our customers
- Invite customers to participate in telephone problem resolution using available tools to diagnose and resolve technical problems
- Facilitate or escalate customer issues and complaints, both internally and externally
- Co-ordinate all consumable calls in order to enable dispatch of Xerox & Multi-vendor consumables to customers
- Co-ordinate all Break/Fix calls in order to enable dispatch of Xerox & Multi-vendor engineers to customers
- Liaise with Various Helpdesks, Xerox and Third-Party Service Providers escalating through these avenues to close
- Flexibility to take on additional tasks as directed by Team Lead
- Validate Customer details and requirements on data entry, deal with appropriately
- Maintain accurate database information
- Obtain call closures details on all dispatched calls
- Works within established procedures with a moderate degree of supervision
- Identifies problems in straightforward situations, and makes sound decisions using standard procedures

Qualifications and Experience:
- Fluency in Dutch and English in writing and speaking
- Minimum of 6 months working in similar customer support role
- Skill and competency at providing professional technical telephone support.
- Able to control interactions with customers using persuasion and influencing skills.
- Able to work under pressure and deal positively with difficult situations.
- Can demonstrate effective interactive skills and ability to work as part of a team.
- Strongly self-motivated to learn new skills to fulfil basic position requirements, to become expert in the position over an extended period of time, and to progress within the organization.
- Excellent team player with a committed approach to teamwork and customer responsibilities.
- Flexibility with working time patterns which will need to align with in country requirements
- Ability to follow relevant instruction and to use appropriately relevant Xerox knowledge bases
- Able to maintain and project a helpful and courteous attitude in any circumstances.

Nice to Haves:
- A-Level Education / Leaving Certificate or equivalent.
- A good and detailed knowledge of IT Fundamentals, Operating Systems, Desktop Applications, Networking, Network protocols, etc.).
- A strong aptitude and interest in developing detailed printer hardware knowledge to a Specialist level.

Xerox will offer you:
- Employment directly with Xerox
- Competitive salary (14 months/ year)
- Quarter performance bonus
- Monthly meal allowance & Monthly language bonus
- Recognition program for referral friends
- On site Canteen, GYM, Soccer Field and Swimming Pool
- On-site Kitchen and Vending Machines with competitive prices
- Private Healthcare, Doctor on site, Wellbeing Program
- Work-life balance & parenthood program
- Great river view office location with easy access by public transportation (metro + bus)
- Training & Development in a 24X7 E-Learning Platform
- Careers Opportunities based on performance and on a “recruit from inside” first
- The chance to get involved in our Social Responsibility Program and participate in several initiatives with focus on our community, the environment, diversity and inclusion.

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