Client Experience Representative

2 weeks ago

Red Deer, Canada Xerox Full time

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**:
**About Xerox Holdings Corporation**-
**Responsibilities**:

- Phone Support: Handle incoming phone calls from clients in a courteous and helpful manner. Provide information, troubleshoot issues, and assist clients with their needs.
- 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.
- Customer Service: Demonstrate excellent customer service skills, displaying patience, empathy, and a positive attitude in all client interactions.
- 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.
- Team Collaboration: Work closely with other team members and departments to share information, collaborate on solutions, and ensure a seamless client experience.
- Documentation: Maintain accurate and detailed records of client interactions, complaints, and resolutions in the company's CRM system.
- Process Improvement: Identify areas for improvement in customer support processes and contribute ideas to enhance the overall client experience.
- Product Knowledge: Stay up-to-date with product/service offerings and be able to effectively communicate features and benefits to clients.
- Performance Metrics: Meet or exceed established performance metrics, such as response times, customer satisfaction ratings, and issue resolution rates.

**Requirements**:

- Strong Work Ethic: Demonstrated dedication to delivering exceptional customer service and a commitment to going above and beyond to meet client needs.
- Problem-Solving Abilities: Proven ability to understand client issues, identify root causes, and implement effective solutions.
- Empathy and Patience: A compassionate and patient approach when dealing with client complaints or concerns.
- Team Player: Enjoys working collaboratively in a team environment and contributes positively to team dynamics.
- Organizational Skills: Ability to handle multiple tasks and prioritize effectively to meet client demands.
- Adaptability: Flexibility to adapt to changing situations and the willingness to learn new processes and technologies.
- Product Knowledge: Familiarity with the company's products/services and the ability to learn about new offerings.
- Problem Resolution: Experience in resolving customer complaints and conflicts in a professional and constructive manner.
- Customer Service Experience: Previous experience in a customer service or client-facing role is preferred.

**What you need to succeed**:

- High-school diploma or GED equivalent (Post-Secondary an asset)
- 2-5 years of experience in customer service
- Excellent communication, organization and collaboration skills with strong attention to detail
- Ability to work independently with professionalism and rigor
- Customer-focused attitude and ease of adaptation in a changing environment
- Experience with Microsoft Office

**How we set you up for success**:

- Hands-on training and job shadowing to thoroughly prepare you to work independently
- Flexibility and autonomy to work in a hybrid office/home environment (once you are fully trained)
- Ongoing career development training and learning & development that nurtures professional growth and career advancement

**What We Offer**:

- Competitive compensation (salary position)
- Comprehensive benefits offerings (including medical, dental, vision, life insurance)
- Paid holidays, personal choice days, and paid time off

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