Customer Care Specialist

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 the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. 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. At Xerox, we make work, work. Learn more about us at www.xerox.com.

Overview

We are looking for experienced Customer Care Specialists to support customers across multiple channels, including phone, email, and chat. This role focuses on delivering excellent customer service, resolving inquiries efficiently, and working closely with internal teams to ensure timely and accurate issue resolution.

Key Responsibilities

• Provide timely and professional support to customers via phone, email, and chat
• Manage and track customer cases to ensure resolution within defined service levels
• Coordinate with internal teams to resolve customer issues effectively
• Monitor ongoing requests and follow up to ensure closure
• Communicate updates and resolutions clearly to customers
• Handle escalations and complex customer concerns with a solution-oriented approach
• Maintain accurate records of customer interactions and transactions
  
  

• At least 3 years of customer service experience (preferably in a BPO or shared services environment)
• Strong English communication skills (written and verbal)
• Proficiency in MS Office applications (Excel required)
• Experience working in SLA-driven or high-volume environments
• Strong problem-solving and analytical skills
• Ability to collaborate with cross-functional and global teams
• Willingness to work on a shifting schedule, including weekends when required
  
  

• Experience with CRM, ticketing, or case management systems
• Background in order management, logistics, or supply chain processes
• Experience handling customer escalations
• Exposure to process improvement initiatives (e.g., Lean, Six Sigma)
  
  

• Customer-focused mindset with a strong sense of ownership
• Ability to work in a fast-paced, dynamic environment
• Strong attention to detail and organizational skills
• Adaptable, proactive, and team-oriented
  
  

• Location: Onsite (Lexmark Plaza 1)
• Schedule: Full Onsite, Night Shift 9PM +- 2hours