Xerox

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, categorize and deal with appropriately
• Maintain accurate database information
• Obtain call closures details on all dispatched calls

Qualifications and Experience:

• A-Level Education / Leaving Certificate or equivalent.
• Fluency in English and one of the following languages: Portuguese
• Minimum of 6 months working in a similar customer support role
• A good and detailed knowledge of IT Fundamentals, Operating Systems, Desktop Applications, Networking, Network protocols, etc).
• Skill and competency in providing professional technical telephone support.
• A strong aptitude and interest in developing detailed printer hardware knowledge to a Specialist level.
• Able to control interactions with customers using persuasion and influencing skills.
• Able to work under pressure and deal positively with difficult situations.
• Aptitude for understanding and troubleshooting technical problems.
• Able to convey sensitivity and a positive approach to customer needs.
• 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.
• Able to be self-aware and conscientious of meeting all personal, team, & organization metric targets.
• 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.
• Highly resilient under pressure and adaptable to unforeseen work demands.

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