Xerox EPS Service Desk Representative - Dutch\English Speaker in Lisbon, Portugal

We have an exciting opportunity for a Dutch speaker to join our friendly and international Service Desk team at Xerox Portugal (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.

Main Responsibilities:

  • 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 and Dutch

  • 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

    /Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox in the U.S. may request such accommodation(s) by sending an e-mail to

Job: Client Relationship Management / Service Delivery

Organization: Technology Business

Title: EPS Service Desk Representative - Dutch\English Speaker

Location: Portugal-Lisbon-Lisbon

Requisition ID: 16028115

Virtual/work from home? No