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.
Overview
The OTC Customer Care Specialist delivers high-quality support to customers by resolving order management, billing, supplies, logistic and service inquiries across EMEA business hours. This role partners closely with internal teams to investigate issues, ensure accurate resolution, and provide a consistent, professional customer experience. Success in this role requires strong analytical skills, attention to detail, and comfort working in a fast-paced, metrics-driven environment.
Why Join This Team
- Competitive compensation and comprehensive benefits
- Collaborative, inclusive, and team-oriented culture
- Exposure to cross-functional partners across Finance, Logistics, and Operations
- Structured onboarding and ongoing training
- Opportunities to build transferable customer care and problem-solving skills
What You'll Do
- Respond to written and voice-based customer inquiries related to billing, supplies (orders/returns), and service concerns
- Gather, validate, and document customer information while accurately logging all interactions in designated systems
- Research and resolve issues by validating charges, correcting discrepancies, and applying established policies and procedures
- Partner with internal teams (Finance, Tax, Logistics/Supply Chain, Billing, Contract Management, Customer Care Operations) to resolve complex cases
- Meet defined productivity, quality, and compliance standards while adapting to process or system updates
What You Need To Succeed
- Bachelor's degree or equivalent combination of education and experience
- 13 years of experience in customer service, back-office support, or billing/supplies inquiry handling
- Fluency in English (written and verbal) with strong communication skills
- Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint)
- Demonstrated ability to analyze issues, prioritize tasks, and work effectively with minimal supervision
How We Set You Up For Success
- Comprehensive onboarding and job-specific training
- Clear performance metrics and regular feedback
- Access to knowledgeable teammates and cross-functional partners
- Ongoing process documentation and system support
- An inclusive environment that values ethical behavior and diverse perspectives
Role Considerations
- Work Schedule: MondayFriday mid-shift aligned to EMEA business hours
- Coverage Needs: Availability during local holidays and peak volume periods (e.g., billing cycles, renewals)
- Work Environment: Fast-paced, metrics-driven operation with evolving procedures
- Compliance: Regular handling of sensitive customer information in accordance with data privacy and security standards
- Team Culture: Collaborative, diverse, and professional workplace focused on shared success
Commitment to Inclusion:
We are committed to building a workplace where everyone feels valued, respected, and supported. All qualified applicants are encouraged to apply, regardless of background, identity, or lived experience.
