Service Desk Representative in Lisbon (Portugal)

Where: Lisbon (Portugal)

Extent of Work: Full Time

Click here to apply in English



We have an exciting opportunity for an English German speaker to join, on a full time basis, our friendly and international Service Desk team at Xerox Portugal (Lisbon) as soon as possible. As a Service Desk Representative, you will be the main point of contact for customer support issues across Europe.

Primary responsibilities:

  • Act as the primary country contact for customers on all escalations.

  • Handle phone calls/emails 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.

  • 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.

  • 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, categorize and deal with appropriately.

  • Maintain accurate database information.

  • Obtain call closures details on all dispatched calls.


  • High School Diploma / (GED) / Secondary School GCSE or equivalent  Leaving Certificate
  • Excellent written and oral communication skills in German and English.
  • Superior Customer Service/Relation skills including second level question probing ability Demonstrated Multitasking capability: Strong organization skills and ability to prioritize
  • 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.
  • Effective interactive skills and ability to work as part of a team.
  • 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.
  • Demonstrated excellent customer care, satisfaction and interpersonal skills.
  • Ability to communicate effectively with internal/external customers at all levels.
  • Reliable and punctual.

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