Customer Care Representative
1d ago

About NCR NCR Corporation (NYSE : NCR) is a leading software- and services-led enterprise provider in the financial, retail, hospitality, telecom and technology industries.

NCR is headquartered in Atlanta, Ga., with 34,000 employees and does business in 180 countries. NCR is a trademark of NCR Corporation in the United States and other countries.

  • POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY : · Position requires the application of knowledge of problem routing, tracking and escalation procedures, as well as knowledge of data entry software applications and related desktop tools · Gathers problem information and records data in desktop tools · Work directly with customers in local language, answering calls, determining customer entitlement, and documenting requests for service;
  • Maintaining effective and timely communication with engineers, obtaining regular progress updates for outstanding work orders, and handling all messages that are required to be transmitted to engineers within the territory · Receive and document service request and customer information;
  • Gather problem information and determine criticality · Proactive planning, prioritizing, and assigning all outstanding work order tasks, ensuring the prompt delivery of service to meet our contractual terms and conditions;
  • Monitoring and controlling all outstanding work orders within specific geographical areas as assigned including resources and parts · Follow Global Call Taking tools, process and procedures as documented and posted in GP&S · Initiate dispatch request capture information and record data in desktop tools;
  • Document, verify, and make appropriate corrections to the service request and customer profile; Provide parts management / coordination as assigned · Providing a central point of communication for engineers, handling any incoming messages that may require to be transmitted to the engineers within the territory;
  • Working with Service Coordinators when the movement of engineers across territory boundaries is necessary to fill any skill or resource shortfall · Communicate with the Customer Advocates for permanent change to the customer profile · Ensuring the correct and timely closure and completion of all work orders · At call closure, verifying entitlement of the correct serial number for the device being repaired, and ensuring correct bill type is included in each call to ensure that all cash and charge revenues are billed · Contribute as a team member;
  • Participate in team meetings and activities · Participate in objective setting, performance management, and reward and recognition programs;
  • Participate in special projects to continuously improve processes, tools, systems and organization · Be aware of Corporate Equal Opportunity / Affirmative Action programs and guidelines and is responsible for providing equal opportunity to all associates in all phases of the business · Work environment involves rotation in work hours, weekend or holiday hours, and / or may require extended hours, as needed, to accommodate customer needs;
  • Success of this position will be measured on speed of response, clarity and accuracy of captured information; Position is accountable for continuously receiving and handling high volumes of customer calls · Ability to work in a team environment and interacts with both internal and external customers BASIC QUALIFICATIONS : High School Diploma 0-

    1 years of experience PC / Keyboard proficiency; Understanding of Windows-based applications / tools Excellent language / communication skills, verbal as well as listening skills Understanding of basic customer location / geography area knowledge EEO Statement Integrated into our shared values is NCR’s commitment to diversity.

    NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential.

    We believe in understanding and respecting differences among all people. NCR does not discriminate in employment based on sex, age, race, color, creed, religion, national origin, disability, sexual orientation, veteran status, military service, genetic information, or any other characteristic or conduct protected by law.

    Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment. Statement to Third Party Agencies To ALL recruitment agencies : NCR only accepts resumes from agencies on the NCR preferred supplier list.

    Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.

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