Xerox Query Agent- Dutch in Cataluna, Spain

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)

Main Responsibilities:

  • 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

  • Computer literate

  • Committed approach to team work.

  • Resilient under pressure and ability to quickly adapt to unforeseen work demands.

What we offer:

  • Competitive salary and bonus scheme

  • Generous relocation package

  • Friendly and flexible work environment

  • Flex salary programme

  • Life and accident insurance

  • Annual shop allowance

  • Free Spanish lessons

Title: Query Agent- Dutch

Location: ES-Cataluna-Barcelona

Requisition ID: 17003762

Virtual/work from home? No