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Customer Relations Specialist

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Xerox

11d ago

  • Job
    Full-time
    Entry & Junior Level
  • Customer Relations
  • North York
    Remote

AI generated summary

  • You must be bilingual, customer-focused, tech-savvy, and able to multi-task. Strong problem-solving, negotiation skills, and understanding of contracts are essential. Excellent communication is key.
  • You will manage customer inquiries, analyze issues for solutions, process billing adjustments, collaborate with departments, escalate unresolved issues, ensure a positive customer experience, and support process improvements.

Requirements

  • - Ability to multi-task in a fast-paced environment with minimal supervision and a high level of customer interface
  • - Must understand contract documents and terms of obligations
  • - Evaluate if credit or debits need to be issued and rationalize payment plans with customers
  • - Ability to identify root cause and implement process improvement procedures to eliminate
  • - Working knowledge of customers overall business accounts
  • - Customer visits as necessary
  • - Owner of customer file end to end for resolution
  • - Ability to recommend alternatives for problem resolution
  • - Self-directed position may determine methods and procedures on new assignments and provide guidance to new hires
  • - Analysis of situations or data requires an in-depth evaluation of various factors
  • - Exercises judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criteria for obtaining results
  • - Product knowledge to understand customer objectives
  • - Ability to explain machine performance and invoices in detail
  • - Understand price plans for service
  • - Fully Competent in all aspects of assignment
  • - Ability to help peers
  • - Negotiating skills
  • - Minimum: High School, plus PC and typing experience
  • - Technical experience
  • - 6 months Preferred: Community College Diploma/University Degree or equivalent experience
  • - Bilingual (French and English)
  • - College / University degree or business equivalent
  • - Extremely customer-focused
  • - Strong team player
  • - Excellent telephone, organizational, and problem-solving skills
  • - Ability to work quickly in high pressure situations
  • - Superior interpersonal and communication skills
  • - Ability to multi-task with keen attention to detail
  • - Superior computer skills and technical proficiency

Responsibilities

  • Effectively manage and take ownership of customer inquiries (phone, email, online via xerox.ca) through to resolution
  • Research and analyze customer issues and recommend solutions within empowerment guidelines
  • Process billing adjustments with a high level of accuracy
  • Effectively interface with other internal departments as required
  • Escalate issues to resolve inquiries within pre-defined service levels
  • Ensure excellent customer experience
  • Participate in process improvement initiatives

FAQs

What is the main responsibility of a Customer Relations Specialist at Xerox?

The main responsibility is to assist customers with their inquiries, take ownership of customer complaints, and drive timely resolutions through a closed loop process.

What qualifications are required for the Customer Relations Specialist position?

A minimum of a high school diploma along with PC and typing experience is required. A college or university degree or equivalent experience is preferred.

Is bilingualism required for this role?

Yes, the position requires bilingualism in both French and English.

What skills are important for a Customer Relations Specialist?

Important skills include strong organizational and problem-solving skills, excellent communication and interpersonal abilities, a customer-focused mindset, and the ability to multi-task with attention to detail.

What types of issues will I be addressing as a Customer Relations Specialist?

You will be addressing customer inquiries related to billing adjustments, contract terms, machine performance, and other service-related issues.

How does the role contribute to process improvement initiatives?

The role participates in process improvement initiatives by identifying root causes of customer issues and recommending solutions to enhance operational efficiency.

What kind of training or guidance will new hires receive in this position?

The role may involve providing guidance to new hires as you become self-directed and learn methods and procedures for new assignments.

Are customer visits required in this role?

Yes, customer visits may be necessary as part of ensuring effective resolution of inquiries and maintaining strong customer relationships.

What kind of working environment can I expect in this position?

You can expect a fast-paced environment that requires multitasking and minimal supervision while maintaining a high level of customer interaction.

Will I work closely with other departments?

Yes, you will need to effectively interface with other internal departments to resolve customer inquiries and issues as required.

Is experience with contract documents necessary for this role?

Yes, an understanding of contract documents and terms of obligations is necessary to effectively manage customer inquiries and resolutions.

Xerox

Consulting
Industry
1001-5000
Employees

Mission & Purpose

Xerox is a global leader in workplace solutions, providing digital print technology, document management, and IT services to businesses of all sizes. Their mission is to continually drive innovation, simplifying work processes, and improving productivity through advanced solutions like AI, robotics, and IoT. Xerox aims to empower organizations by transforming how they communicate, connect, and work, helping them achieve efficiency and success in the digital era.