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Client Experience Representative
General Information
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City
Red Deer
State/Province
Alberta
Country
Canada
Department
Customer Business Operations & Administration
Date
Friday, July 28, 2023
Working time
Full-time
Ref#
20030898
Job Level
Individual Contributor
Job Type
Experienced
Job Field
Customer Business Operations & Administration
Seniority Level
Entry Level
Description & Requirement
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About Xerox Holdings Corporation
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore our commitment to diversity and inclusion. (https://www.xerox.com/en-us/jobs/diversity)
Digitex, a Xerox Business Solutions Company, is seeking high-energy, self-starter individual that is looking to excel their career in a corporate environment. As a Client Experience Representative, you will be responsible for handling various client interactions, including emails, phone calls, and complaints. Your primary focus will be on delivering exceptional customer service and ensuring a positive experience for clients. This role requires a strong work ethic and a passion for working collaboratively in a team-oriented environment.
Responsibilities:
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Email Management: Respond promptly and professionally to client inquiries and requests received via email. Address questions, concerns, and provide solutions to ensure customer satisfaction.
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Phone Support: Handle incoming phone calls from clients in a courteous and helpful manner. Provide information, troubleshoot issues, and assist clients with their needs.
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Complaint Resolution: Listen attentively to client complaints, understand their concerns, and empathize with their situation. Take ownership of resolving issues promptly and effectively, escalating complex cases as necessary.
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Customer Service: Demonstrate excellent customer service skills, displaying patience, empathy, and a positive attitude in all client interactions.
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Client Relationship Building: Establish and maintain strong client relationships by being attentive to their needs, anticipating potential issues, and proactively reaching out to ensure client satisfaction.
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Team Collaboration: Work closely with other team members and departments to share information, collaborate on solutions, and ensure a seamless client experience.
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Documentation: Maintain accurate and detailed records of client interactions, complaints, and resolutions in the company’s CRM system.
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Process Improvement: Identify areas for improvement in customer support processes and contribute ideas to enhance the overall client experience.
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Product Knowledge: Stay up-to-date with product/service offerings and be able to effectively communicate features and benefits to clients.
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Performance Metrics: Meet or exceed established performance metrics, such as response times, customer satisfaction ratings, and issue resolution rates.
Requirements:
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Strong Work Ethic: Demonstrated dedication to delivering exceptional customer service and a commitment to going above and beyond to meet client needs.
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Communication Skills: Excellent written and verbal communication skills to effectively interact with clients through emails and phone calls.
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Problem-Solving Abilities: Proven ability to understand client issues, identify root causes, and implement effective solutions.
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Empathy and Patience: A compassionate and patient approach when dealing with client complaints or concerns.
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Team Player: Enjoys working collaboratively in a team environment and contributes positively to team dynamics.
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Organizational Skills: Ability to handle multiple tasks and prioritize effectively to meet client demands.
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Adaptability: Flexibility to adapt to changing situations and the willingness to learn new processes and technologies.
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Product Knowledge: Familiarity with the company’s products/services and the ability to learn about new offerings.
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Problem Resolution: Experience in resolving customer complaints and conflicts in a professional and constructive manner.
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Customer Service Experience: Previous experience in a customer service or client-facing role is preferred.
What you need to succeed:
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High-school diploma or GED equivalent (Post-Secondary an asset)
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2-5 years of experience in customer service
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Excellent communication, organization and collaboration skills with strong attention to detail
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Ability to work independently with professionalism and rigor
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Customer-focused attitude and ease of adaptation in a changing environment
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Experience with Microsoft Office
How we set you up for success:
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Hands-on training and job shadowing to thoroughly prepare you to work independently
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Flexibility and autonomy to work in a hybrid office/home environment (once you are fully trained)
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Ongoing career development training and learning & development that nurtures professional growth and career advancement
What We Offer:
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Competitive compensation (salary position)
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Comprehensive benefits offerings (including medical, dental, vision, life insurance)
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Paid holidays, personal choice days, and paid time off
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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. Learn more at www.xerox.com and explore our commitment to diversity and inclusion: https://www.xerox.com/en-us/jobs/diversity 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 XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.
