Service Desk Representative Arabic and English (Lisbon)
We have an exciting opportunity for a French/Arabic speaker to join our friendly Service Desk team in 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.
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, French and Arabic.
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
We offer a great and friendly working atmosphere, high possibility for a career progression within the company as well as a competitive salary plus benefits and fantastic facilities on site. If this sounds interesting to you, please feel free to apply here or directly on the Xerox webiste on our career section. Thank you.