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Xerox Digital Solutions Representative - French Speaker in Lisbon, Portugal

Xerox Corporation is an $11 billion technology leader that innovates the way the world communicates, connects and works. Our expertise is more important than ever as customers of all sizes look to improve productivity, maximise profitability and increase satisfaction. We do this for small and mid-size businesses, large enterprises, governments, graphic communications providers, and for our partners who serve them.

We understand what’s at the heart of work – and all of the forms it can take. We embrace the increasingly complex world of paper and digital. Office and mobile. Personal and social. Every day across the globe – in more than 160 countries – our technology, software and people successfully navigate those intersections. We automate, personalise, package, analyse and secure information to keep our customers moving at an accelerated pace.

Why work for Xerox?

As we evolve our business, we want you to evolve with us. We will not only provide you with the development and support you need to succeed, but a suite of learning platforms and opportunities to help you get to where you want to go. We will encourage you to develop your skills and aspirations whatever they may be.

Overview

The Digital Support is responsible to manage the contact and overall satisfaction of Xerox Customers by answering products and service questions as well as managing supplies orders. The Specialist will be responsible to perform basic troubleshooting using the knowledgebase, process and track orders, support on Xerox Apps and educate customers to the use of Self Help. The Specialist will use several different channels to communicate and fulfil customer needs to ensure satisfaction.

The role would suit an enthusiastic candidate with customer service experience and a willingness to learn and develop.

Main Responsibilities:

  • Support Customer requiring onsite assistance (all offers).

  • Process supplies orders.

  • Support and guide customers on the utilization of Xerox Support Apps.

  • Assistance tracking open requests for services and consumables.

  • Manage interactions via any supporting communication channels (Phone, Text Chat, Video Chat).

  • Meet and exceed individual and team targets.

  • Comply with required processes and procedures.

  • Proactively monitor the customer´s equipment alerts.

  • Utilize all available tools in order to resolve issues in the timeliest manner enhancing the customer experience.

  • Identify and propose changes to improve process utilizing the GCC Global change management procedures.

  • Responsible to manage schedule adherence by being ready to start shifts/breaks on time.

  • Identify and escalate exceptional recurring issues to the appropriate level.

Candidate Education & Background:

Minimum:

  • High School Diploma (preferred: Post-Secondary Education (College, University, etc.)

  • Any Software certification

  • French Native language - fluency level (mandatory)

Required:

  • 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 French Spoken and written

  • Ability to move between activities quickly and without interruption to the customer ( e.g.: Text chat to video)

  • Basic Software knowledge (preferred)

  • 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.

Preferred:

  • 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 Speaker

Location: Portugal-Lisbon-Lisbon

Requisition ID: 19000523

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.

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