20-08-2013 | EXPIRA LA 19-09-2013
Job expirat
After initial training, is able to function effectively across multiple channels including inbound and outbound telephony, e-mail, white-mail and fax
Demonstrate in customer language and English language strong communication skills with excellent attention to detail in written communication
Be proficient in and understand the print industry terminology
Take ownership of customer escalations to ensure effective closure of queries within the Service Level Agreement expectations set by the client
Seek guidance from the Customer Care Senior Specialist when unexpected situations arise
Demonstrate positive ‘Customer First’ behaviours to ensure a high level of customer service is provided at all times
Handle telephone calls and deal with them promptly, efficiently and with empathy to ensure a positive experience for our clients, suppliers and support staff
Validate client details and requirements on data entry, categorise and deal with appropriately
Maintain accurate database information at all times
2. Supporting CMS Europe
Support CMS Europe Service Delivery team to log and provide triage for internal issues, receive, record and track changes on the CMCS workflow, co-ordinate low level customer interaction for systems (password reset etc.), administration of time management systems including creating project codes, monthly management information generation and distribution, assist in catalogue management processes and other duties as identified
Support CMS Europe IT team to create user profiles, set up products, follow process for tracking jobs, problem solving, running and distributing standard Oracle reports and follow scripted system checklists to ensure systems are working correctly across multiple customers and other duties as identified
Support CMS Europe Finance team with administrative tasks for accounting, receivables & payables across multiple customers and other duties as identified
Support Lyreco Strategic Business Unit with language translation activities for supplier and customer interactions, scheduled reporting tasks and other duties as identified
3. Process adherence:
Adhere to contractual standards and procedures
Contribute to process improvement
Adhere to contractual quality standards.
Essential:
Good communication skills including verbal and written in English language
Good communication skills including verbal and written in French, Italian, Spanish, German and Polish languages
Excellent Customer Service experience with the ability to develop customer relationships quickly
Strong attention to detail and the ability to analyse relevant information to make quality decisions in line with processes
Competent in using MS Office Suite, primarily Excel, Word and Outlook
Desirable:
Contact Centre experience
Knowledge of various systems (Oracle and SIEBEL)
Experience of working to Service Level Agreements
Personal Characteristics
Good Team Player
Flexible
‘Can do’ attitude
Ability to work under pressure
Ability to adapt to change in the workplace
Problem solving skills
Customer relationship building
Prioritisation & Negotiation skills
Customer Focus
Personal resilience
We are looking to fill this position as soon as possible, namely:
- Customer Care Assistant with Italian start date: 30th of September
- Customer Care Assistant with French start date: 4th of October
- Customer Care Assistant with German start date: 18th of November
With sales approaching $23 billion, Xerox (NYSE: XRX) is the world’s leading enterprise for business process and document management. Its technology, expertise and services enable workplaces – from small businesses to large global enterprises – to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Headquartered in Norwalk, Conn., Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. The 140,000 people of Xerox serve clients in more than 160 countries.
