20-08-2013 | EXPIRA LA 19-09-2013
Job expirat
Manage Service Levels across all channels
Provide daily, weekly and monthly management information to Xerox CMS Stakeholders
Manage the ratio of available agents to the business requirements ensuring that internal and customer SLA’s are achieved on a daily basis
Handle escalated queries from customers to ensure that that complex queries and complaints are handled swiftly and effectively. Investigate and follow up all complaints that are received
Consistently apply the Xerox absence management procedure in order to minimise absence levels within the team
Manage the on-going performance of Customer Care Assistants by utilising Xerox’s Performance Excellence Plan process. Identify and manage any issues relating to performance in accordance with the Xerox performance management process
Initiate staff recruitment in line with HR guidelines as appropriate
Identify traning needs of staff within the team. Compile training plans, deliver and record effective service related training
Communicate positively and effectively with the staff on an individual and team basis in order to ensure a regular and consistent flow of business focussed communication
Motivate the individuals within the team in order to generate a vibrant, positive team orientated culture which is focussed on delivering outstanding Customer Service
Produce workflow projections and forecast resource plans for the CCM.
Demonstrate strong communication skills when dealing with escalated complaints and queries and ensure all are followed through to a timely resolution
Be a role model and demonstrate positive HPOE behaviours to ensure a high level of customer service is provided at all times
Support CMS Europe business by ensuring the delivery of tasks within the team to the required deadlines
Support CMS Europe business by suggesting process improvements and other actions which would increase the productivity of the Customer Serves Team.
Excellent communication skills including verbal and written English language
Excellent communication skills including verbal and written in French, Italian, Spanish, German and Polish languages
Excellent Customer Service experience with the ability to develop relationships quickly
Previous experience of managing a team of people in a team environment
Proven ability to make sound business decisions under pressure
Experience of working to Service Level Agreements
Strong attention to detail and ability to follow processes
Fully competent in using MS Office Suite, primarily Excel, Word and Outlook
Desirable:
Contact Centre experience
Knowledge of various systems (Oracle and SIEBEL)
Communication skills including verbal and written in French, Italian, Spanish, German and Polish languages
Knowledge of people management processes including one to one reviews and appraisals (although full training will be provided).
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
We are looking to fill this position as soon as possible, namely:
- Customer Care Senior Specialist with Italian start date: 30th of September
- Customer Care Senior Specialist with French start date: 4th of October
- Customer Care Senior Specialist 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.
