Norwegian Speaking Customer Support Agent
Lisbon, Portugal
há 6 dias

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 Norwegian 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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