XPS Service Desk Representative (Spanish speaker)

Xerox Ver Empresa

Não especificado



  • The primary point of contact for the escalation of technical issues on all customer document related equipment.


  • Individual contributor working within a team environment. Interacts with internal colleagues and external customers on a daily basis.

Primary Responsibilities:

  • Be the primary country contact for customer 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 customer 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 & 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


Candidate Education:

  • Minimum High School Diploma / (GED) / Secondary School GCSE or equivalent Leaving Certificate

Candidate Background: Skills, Knowledge & Ability:

  • Knowledge of Computers and basic understanding of Networks, with an excellent knowledge of MS Office
  • Proven record of delivery of excellent customer service with a minimum 6 months experience in multi-cultural customer service Call Centre environment
  • Able to demonstrate effective interactive skills and ability to work as part of a team
  • Able to communicate with accuracy and clarity both verbal and written
  • Able to control interactions with customers using persuasion and influencing skills
  • Fluency in English, and market language required
  • Aptitude for understanding and solving problems in a methodical and logical manner
  • Willing to assume responsibility for customer problems
  • Able to maintain and project a helpful and courteous attitude in any circumstances
  • Resilient under pressure and adaptable to unseen work demands

Additional Role Requirements:

  • Flexible attitude towards working patterns including early starts, & Bank Holidays

Você tem que entrar na sua conta para poder candidatar-se a este anúncio.

Nós ajudamos a encontrar
o emprego certo para si.

Nós ajudamos a encontrar os
candidatos certos para a sua empresa.