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 :
Specialized courses from recognized universities with 2 / 3 years of academic years (Example : recognized certification, diploma etc.)
Candidate Background :
Minimum Superior Customer Service / Relation skills including second level question probing ability
Minimum Excellent written and oral communication skills in French and English
Minimum Ability to complete required training program
Minimum Must have dependable work history
Minimum Must respond to every call with a sense of urgency and give direct, accurate information.
Minimum Familiar with computers and Windows-based applications
Minimum Must have the ability to perform in a professional and courteous manner at all times
Minimum Must be clear spoken and have strong verbal and written communication skills
Title : Digital Solutions Representative - French Speaker
Location : Portugal-Lisbon-Lisbon
Requisition ID : 19002965
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.