Job expirat
1. General responsibilities
a. Solves problems brought to their attention by the customer (internal or external);
b. Manage and solve common problems;
c. Ensure that feedback from the client is sent to the management team to drive the improvement of services;
d. Contribute to more efficient work processes;
e. Carry out quality checks to ensure quality standards are maintained;
f. Managing escalation and resolution of common issues;
g. Centre of competence on XDM, XSM and XRM;
h. Track the performance against SLAs and KPIs;
i. Involvement in issue resolution for Xerox and external client issues
j. Acts as a centre of reference for Xerox systems (XSM, XDM, XRM, ESAP, Mercury, etc.);
k. Ensures effective shared mailbox management.
l. Participate in team meetings and general inputs in day to day improvements
m. Adherence to agreed processes
n. Management of emails, phone calls to be done professionally and timely
o. Standards maintained when using the Hub sites.
p. Creation to professional and fun working environment
q. General knowledge of Xerox’s structural workings and what we sell
Strong IT skills
Ability to liaise with clients
Understanding of workflow processes and ability to change.
Attention to detail
Proactive approach and self-motivated
Good communication skills both verbal and written
Ability to build strong relationships with remote delivery organization
Primary Skillset Needs
Language competency – English needs to be excellent verbal and written
French skills - nice to have
MS Office skills – advanced Excel essential
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.
