IHD Account Representatives

Key Roles and Responsibilities:

• Be the primary country contact for customer on all escalations
• Handle telephone/Web calls and deal with them promptly, efficiently and with empathy to ensure a positive experience for our customers
• Invite customer 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

• Support Fleet Managers with rationalization programs for Key Customers
• Support Commercial manager on billing and volume data
• Liaise with Various Helpdesks, Xerox & Third Party Service Providers escalating through these avenues to close

• Validate Customer details and requirements on data entry, categorize and deal with appropriately
• Maintain accurate database information with software applications
• Review supplier performance in conjunction with service
• Obtain call closures details on all dispatched calls
• Staff Development: Coach new team members on process, product & on specific customer bases

Education and Experience:

• Excellent technical Knowledge of Xerox devices and functionality
• Knowledge of Networks and operating systems (Unix/Windows)
• Excellent knowledge of MS Office
• Proven record on deliverables in current role
• Proven record in delivery of excellent customer service
• Excellent team-spirit desire to share knowledge by gathering useful information to cascade to the team, etc
• Able to communicate with accuracy and clarity both verbal and written
• Fluency in English, and market language required

• Desire to deliver the highest quality customer service standards
• Available to travel at short notice
• Capable and comfortable attending customer reviews
• 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
• Self motivated to learn new skills to progress within the organization
• Flexible attitude towards working patterns including early starts, Weekends & Bank Holidays

• Knowledge of Xerox billing methodology and systems
• Able to communicate with accuracy and clarity both verbal and written
• Capable of interacting face to face with customers
• Able to control interactions with customers using persuasion and influencing skills
• Able to work under pressure and deal positively with difficult situations
• Aptitude for understanding and solving problems
• Able to handle problems methodically and logically
• Able to convey sensitivity and a positive approach to customer needs
• Minimum 1-year experience in multi-cultural customer service Call Centre environment
• Can demonstrate effective interactive skills and ability to work as part of a team
• Excellent attendance and punctuality records