Xerox Call Center Analyst in Saint James, Jamaica
Xerox is a global business services, technology and document management company helping organizations manage their business processes and information. Since the invention of xerography just over 75 years ago, we have continued engineering how the world works by applying our experience in imaging, business process, analytics, automation and human centric design to make a real difference for our customers and their customers. We have changed the way the world shops, learns, parks, does banking, receives healthcare and, of course – works.
Headquartered in Norwalk, Conn., Xerox has more than 140,000 employees and does business in more than 180 countries. Together, we provide business process services, printing equipment, hardware and software technology for managing information -- from data to documents. Learn more at www.xerox.com.
Purpose: • Responsible for responding to customer inquiries and complaints regarding Xerox's records, billings, contract renewals, and supply returns. Answers and initiates a variety of real-time inbound and outbound voice-based communications in English or other languages to support customer care.
Scope: General: • Performs routine assignments in entry level of the professional career band • Typically a graduate, although may have progressed into the role via equivalent business experience that provide knowledge and exposure to fundamental, theories, principles, and concepts • Professional roles will typically require a degree in their specific discipline which may apply to specific positions. • Receives instruction, guidance and direction from others • Limited decision making authority guided by policies, procedures, and business operations protocol
Primary Responsibilities: • Responsible for the timely reporting, escalation and resolution of day-to-day operational problems • Coordinates Call Center Operations service delivery activities with assigned internal clients • Provides analyses and recommendations on service delivery improvements, performance metrics and enhancements to productivity • Develops and recommends quantitative measures and performance metrics • Manages ad hoc technical projects requested by assigned internal client • All other duties as assigned
Candidate Education: Minimum Associate Degree / College Diploma /Cegep / A Levels Preferred Bachelor's Degree
Candidate Background: Minimum Significant prior experience in a customer service environment Minimum Excellent listening, probing, communication and customer relations skills Minimum Leadership in extracurricular and/or athletic activities Minimum Self-starter, with capability to take a leadership role in driving activities through others Minimum Ability to work flexible hours within departmental operating hours Minimum Microsoft Office Skills (Powerpoint, Word, Excel) and intranet / internet familiarity
Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to firstname.lastname@example.org. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.
Job: Customer Care
Organization: Customer Care-X000000144
Title: Call Center Analyst
Location: JM-Saint James-Montego Bay
Requisition ID: 16023829