Service Desk Representative in Lisbon (Portugal)

Where: Lisbon (Portugal)

Extent of Work: Full Time

Click here to apply in English

Overview
 
We have an exciting opportunity for a French 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 technical and customer support issues across Europe.

The role would suit an enthusiastic candidate with customer service experience and a willingness to learn and develop.

Main 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 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, 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
  • 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
  • Ability to communicate with accuracy and clarity both verbal and written in English and French
  • Able to control interactions with customers using persuasion and influencing skills
  • Aptitude for understanding and solving problems in a methodical and logical manner
  • 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
  • Flexible attitude towards working patterns including early starts, & Bank Holidays
 
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