We have an exciting opportunity for a bilingual Dutch/English candidate to join our friendly Finance Service Centre in the outskirts of Barcelona as a Query Agent.
The Query Agent’s main objective is to achieve the Query targets for his/her group. This is achieved by handling queries and issues in an effective and timely manner in line with Xerox policy. An operational role that also encompasses key relationships within XE (Country Teams, Management Team, BPO team, Partners & Customers)
To manage the resolution of Partner/ Customer queries within corporate guidelines, demonstrating the ability to react professionally in disputed or heated situations, creating solutions that not only meet with customer satisfaction, but also make Partners/Customers feel valued and keen to repeat business with Xerox in line with T&C’s.
To manage effectively designated work/stock levels to achieve targets & SLA’s set & escalate as appropriate.
To ensure compliance with T&C’s and Business Rules and absolute compliance with corporate guidelines encompassing in particular ethical and financial rules.
To encourage positive Partner behavior through feedback on QMS system.
To ensure Partner compliance with Portal functionality where available.
To provide TL with timely and accurate updates on his/hers aged and outstanding queries.
To ensure strict adherence to IC & Sarbox requirements
Achievement of monthly/quarterly targets and SLA
Regular communication to team Leader
What we are looking for:
University Level education (desirable)
Fluency in English and Dutch, both written and verbal.
Self-motivated and willing to learn new skills
Adaptable to a changing environment & flexible with regard to working patterns
Results / Target driven
Excellent communication and negotiation skills
Excellent Customer Care skills
Committed approach to team work.
Resilient under pressure and ability to quickly adapt to unforeseen work demands.