Job expirat
The Inbound role requires:
• Excellent telephone manner and listening skills.
• Excellent attention to detail and multi-tasking ability.
• The ability to relate to customers in a professional and courteous manner.
• Ability to navigate through multiple computer applications with speed and accuracy.
• Ability to work with customers to resolve inquiries.
• Provide troubleshooting assistance to customers
• Gather information, research/resolve inquiries
• Communicate appropriate options for resolution in a timely manner.
• Ability to accept and implement coaching and feedback in order to achieve individual and team performance goals.
• Ability to read and interpret documents.
• Maintain a positive environment, working with co-workers and customers within a diverse culture.
• The ability to work in a team environment.
• The ability to work under pressure.
• Self-motivation to work under his/her own initiative.
In addition to customer facing responsibilities the role also demands a number of key departmental activities including:
• Establish and implement performance and service standards.
• Develop and implement process and/or operational improvements to enhance efficiency and effectiveness of operations.
• Ensure productivity meets or exceeds service and quality standards.
• Prepare standard reports to track workload, response time and quality of input. Prepare analytical reporting for management and internal customers both activity/traffic and ROI.
• Assist in planning and implementing department goals and make recommendations to management to improve efficiency and effectiveness
Key role competency requirements:
• Language skills - Very good English spoken and written with Spanish as a second additional language an ideal.
• Ability to work across several platfoms simultaneously
• Team oriented both within Inbound and the extended Xerox Community
• Work effectively under pressure through the prioritisation of tasks
• High external focus ensuring the customer is effectively assisted and ultimately satisfied
The Inbound role is the primary interface within the business between new and existing customers and our sales and business support organisations. The role is the first point of contact through inbound contact details on Xerox web sites and is a fundamental activity in maximising our sales capacity.
• Receiving leads and queries for Direct and Indirect sales and business support organisations via telephone, email, Live Chat via the web or Web Portal
• Effective distribution of leads or queries in a timely manner to the relevant sales person or business organisation
• Entering all sales leads into management portal
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.
