Technical Support-L1,2,3

Customer Support Agent - Dutch Speaking

Xerox is looking for a Dutch speaking Customer Support Agent, where you will be the first point of contact for customers to provide the best and most cost-effective solutions to the end user. There is a strong focus on meeting required SLA and KPI’s and we incentive this with a bonus opportunity.  Additionally, this role will work as a liaison with various escalation teams will be a key task within the role.

The roles will suit enthusiastic candidates with customer service experience and a willingness to learn and develop. We will consider candidates who are already based in Dublin or willing to relocate (generous relocation package provided).

Main 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 Dutch 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.