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: Finnish

·        Minimum of 6 months working in similar customer support role

·        A good and detailed knowledge of IT Fundamentals, Operating Systems, Desktop Applications, Networking, Network protocols, etc).

·        Skill and competency at 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 organisation.

·       Able to be self-aware and conscientious of meeting all personal, team, & organisation 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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