Xerox Corporation is an $11 billiontechnology leader that innovates the way the world communicates, connects andworks. Our expertise is more important than ever as customers of all sizes lookto improve productivity, maximise profitability and increasesatisfaction.
We do this for small and mid-size businesses, largeenterprises, governments, graphic communications providers, and for ourpartners who serve them.
We understand what’s at the heart ofwork and all of the forms it can take. We embrace the increasingly complexworld of paper and digital.
Office and mobile. Personal and social. Every dayacross the globe in more than 160 countries our technology, softwareand people successfully navigate those intersections.
We automate, personalise,package, analyse and secure information to keep our customers moving at anaccelerated pace.
Why work for Xerox?
As we evolve our business, we want youto evolve with us. We will not only provide you with the development and supportyou need to succeed, but a suite of learning platforms and opportunities tohelp you get to where you want to go.
We will encourage you to develop yourskills and aspirations whatever they may be.
The DigitalSupport is responsible to manage the contact and overall satisfaction of XeroxCustomers by answering products and service questions as well as managingsupplies orders.
The Specialist will be responsible to perform basictroubleshooting using the knowledgebase, process and track orders, support onXerox Apps and educate customers to the use of Self Help.
The Specialist willuse several different channels to communicate and fulfil customer needs toensure satisfaction.
The role would suit an enthusiastic candidate with customer service experienceand a willingness to learn and develop.
Main Responsibilities :
SupportCustomer requiring technical assistance (all offers).
Support andguide customers on the utilization of Xerox Support Apps.
Assistance trackingopen requests for services and consumables.
Manageinteractions via any supporting communication channels (Phone, Text Chat, VideoChat).
Meet andexceed individual and team targets.
Comply withrequired processes and procedures.
Proactively monitorthe customer s equipment alerts.
Utilize allavailable tools in order to resolve issues in the timeliest manner enhancingthe customer experience.
Identify andpropose changes to improve process utilizing the GCC Global change managementprocedures.
Responsibleto manage schedule adherence by being ready to start shifts / breaks on time.
Identify andescalate exceptional recurring issues to the appropriate level.
Candidate Education : Mandatory :
Native language fluency level in French
Post-Secondary Education (College, University, etc.)
Minimum : High School Diploma
High School Diploma
Professional Certifications :
Candidate Background : Skills, Knowledge and Abilities :
The Digital Support must have a high-school degree and basic computer skills. An equivalent of the same in working experience is also acceptable.
A candidate for the position must portray exceptionally strong verbal and written communication skills. Need to have an ability to listen / read, analyse, and interpret consumer feedback and relay clear, concise, and helpful information.
Be able to use customer terminology for technical terms.
Language Level Native Spoken and written French
Ability to move between activities quickly and without interruption to the customer ( e.g. : Text chat to video)
Preferred : Basic Software knowledge
Basic Software knowledge
Ability to work flexible hours / shifts (multi time zones)
Candidate Soft Skills : Required :
Demonstrate having empathy for the customer experience.
High level of achievement and self-motivation; positive attitude.
Ability to make customer related decisions within scope of their job without supervision.
Ability to adapt to a constantly evolving role.
Ability to work as part of a team to achieve individual and team results.
Demonstrate Critical Thinking by using logic and reasoning to identify the strengths and weaknesses of alternative solutions, approaches to problems and conclusions.
Ability to diffuse and recover highly sensitive and volatile situations.
Title : Digital Solutions Representative - French
Location : Portugal-Lisbon-Lisbon
Requisition ID : 19002967
Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military / veteran status, citizenship status, basis of genetic information, or any other group protected by law.