B2b Customer Support Agent In Lisbon (Spanish Or Catalan Speaker) Lisboa

B2b Customer Support Agent In Lisbon (Spanish Or Catalan Speaker)
Lisboa
Lisboa, Lisboa, Portugal

**About Xerox Holdings Corporation**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
- 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. 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 Customersto 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 onadditional 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 instraightforward 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
- 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 withworking 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 maintainand 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;



Xerox will offer you:
- Employment directly with Xerox;



- Competitive salary (14months/ year);



- Quarter performance bonus;



- Monthly meal allowance& Monthly language bonus;



- Recognition program for referral friends;



- On site Canteen, GYM, Soccer Field and Swimming Pool;



- On-site Kitchen and Vending Machines with competitive prices;



- Private Healthcare, Doctor on site, Wellbeing Program;



- Work-life balance & parenthood program;



- Great river viewoffice location with easy access by public transportation (metro + bus);



- Training & Developmentin a 24X7 E-Learning Platform;



- Careers Opportunities based on performance and on a “recruit from inside” first;



- The chance to get involved in our Social Responsibility Program and participate in several initiatives with focus on our community, the environment, diversity and inclusion. LI-SR1- © 2020 Xerox Corporation. All rights reserved. Xerox® and Xerox and Design® are trademarks of Xerox Corporation in the United States and/or other countries. _**Job Types**: Full-time, Permanent