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.