SERVICE DELIVERY 1

About Xerox Holdings Corporation

At Xerox, we make work, work! For more than 100 years, Xerox has continually redefined the workplace experience. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients and within our culture. Learn more at www.xerox.com and explore our commitment to diversity, inclusion and belonging.

JOB PURPOSE/MISSION/SUMMARY: We are seeking a dedicated and experienced Customer Care Senior Specialist to join our team. The Customer Care Senior Specialist is a customer – facing role (via phone or email or any social media) responsible for managing and providing resolution to customer complaints and inquiries by collaborating with the right Lexmark team to solve problem quickly and effectively. The successful candidate will be responsible for leading and managing a team of customer care specialists to ensure the highest level of customer satisfaction. This role involves handling complex customer inquiries, resolving customer complaints, and providing guidance and support to the customer care team. The individual directly reports to the Team Lead and works closely with internal and external teams to ensure timely and accurate intervention of CASes and SRs. KEY ROLES & RESPONSIBILITIES / KEY JOB FUNCTIONS: Premium Account Management Promptly responding to customer queries via email, live chat, video, and phone.? Immediately escalate serious complaints or issues to other teams and find the best solution to address the escalation. Identifying common problems and escalating them to management, along with suggestions for improvement, wherever possible (continuous improvement opportunities) Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved. Account Support Readiness Contract Visibility (e.g., List of Managed Devices, Active entitlements, SLA Commitments) Facilitates Intelligent Call Routing ICR Creation (7-digit PIN) Maintains SHI (Internal and External) contents ensuring that the instructions are contractually obligated, in accordance with the standard process. Also ensures that the instructions are accurate, relevant, and current. Tags DN/Assets as Key Accounts per contract. Case Management Manages customer CASEs until completion to ensure fulfillment of our committed SLA Response. Collaborates with different teams (e.g., Account Team, TSC, WOM, Sales Order, Service Partner, AMS/Contracts) to improve productivity and efficiency on handling cases. Evaluates challenges with other teams and streamlines process for better performance. Repeat Call Management Identifies assets that are not repaired after multiple service attempts. Identifies root causes and recommends solutions Mailbox Management Handles email inquiries and complaints received in designated task IDs and CC Mailbox Involves inquiries, complaints, escalations related to break/fix cases/wo/so? Takes high priority issues to high level authority. Reporting Requirements Responsible for generation, analysis, and management of required reports using standard tools and practices. Updates daily operational trackers with correct information for monitoring and reporting purposes Process Documentation and Process Improvement Ensure updated process documentation with regular review with SME/leadership. Possess a continuous improvement mindset and be able to come up with initiatives to make the current process more efficient or to save costs. Performs all other tasks as directed by the management. These tasks may include those directly or indirectly related to Case Management within the business area. Completes company-mandated online courses and/or training. COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES: CUSTOMER-FOCUS Ability to listen to the customer’s issues and address them through the flawless execution of worldwide standard practices Displays a positive attitude to the customer and to the team Able to use all options / resources available to address a customer’s issue / escalation Displays a sense of urgency when processing / addressing customer requests, issues, or escalations Ability to stick to tight schedules and deadlines TECHNICAL SKILLS Proficiency in other MS Office apps (Word, Excel, and PowerPoint) is required. Basic knowledge of and experience with Microsoft Outlook or similar email accounts and calendar. COMMUNICATION SKILLS Competent in the use of different methods of communication: email, chat, telephone, or other official communication tools Conveys information clearly and effectively, both written and verbal, to a global group of teams Listens actively and effectively LANGUAGE SKILLS Ability to read, analyze, and interpret general business process documentation, standard work / procedures, and corporate procedures/regulations Ability to effectively present information and respond to questions from leadership groups, counterparts, and stakeholders TEAMWORK Works well with others Motivates and reinforces global teamwork Develops rapport and trust Works to reinforce worldwide process standards Mature and flexible; able to work with different personalities and cultures PROBLEM -SOLVING Understands the relevant aspects of the issue(s) raised by the customer Has problem-solving capabilities, where the use of LEAN principles is a plus Able to prioritize problems or issues according to any risks involved REASONING ABILITY Ability to solve practical problems and deal with a variety of concrete variables in situations where limited standards may exist Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule for Ability to prioritize transactions accordingly SECURITY COMPLIANCE Employees are required to maintain compliance with Lexmark safety, security, and privacy programs. Employees are responsible for being active participants in Lexmark safety, security, and privacy programs to protect Lexmark’s business operations, facilities, and physical and intellectual property, and to ensure a safe and secure working environment for all Lexmark’s employees. ETHICS COMPLIANCE Lexmark Research and Development Corporation is committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company’s policies. Employees are encouraged to always observe the highest standards of professionalism and are expected to adhere to the Lexmark Code of Conduct. EDUCATION, EXPERIENCE & CERTIFICATIONS BASIC REQUIREMENTS: Bachelor’s Degree Holder At least 3 years customer service experience or similar