Company Name: NCR Corporation
Designation: Customer Care Agent
Job Description:
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
Company Profile:
NCR is looking for individuals to drive teams, products and technologies to the globalmarket faster. Fasten your seatbelts and excel with the high-energy company that is focussed on global growth and diversity.
NCR revolutionized business transactions bringing the Cash Register to international prominence and opening one of the world’s first sales schools. Today, NCR celebrates more than 125 years of business and continues to be the face of innovation, bringing to market state-of-the-art solutions that make headlines and constantly push the boundaries of technology.
Our NCR self-service, assisted-service and point-of-sale solutions are found in over 150 countries across the globe. Our core industries are financial and retail. The extensive NCR solutions portfolio also serves the travel, healthcare, food and hospitality, entertainment and gaming, and government and public sector industries. Recognizing that more consumers favor self-service as part of their everyday lives, NCR has taken the lead in offering the “anywhere, anytime” convenience that today’s consumers demand.
Desired Profile:
BASIC QUALIFICATIONS:
• High School Diploma
• 0-1 years 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
PREFERRED QUALIFICATIONS
• Associate’s Degree preferred
• Experience in the area of Coordination/ customer Service and Support
Experience: 0 – 1 Years
Role: Fresher
Functional Area: ITES/BPO/KPO, Customer Service, Ops.
Education:
UG – Graduation Not Required, Diploma, Any Graduate
PG – Any PG Course, Post Graduation Not Required
Designation: Customer Care Agent
Job Description:
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
Company Profile:
NCR is looking for individuals to drive teams, products and technologies to the globalmarket faster. Fasten your seatbelts and excel with the high-energy company that is focussed on global growth and diversity.
NCR revolutionized business transactions bringing the Cash Register to international prominence and opening one of the world’s first sales schools. Today, NCR celebrates more than 125 years of business and continues to be the face of innovation, bringing to market state-of-the-art solutions that make headlines and constantly push the boundaries of technology.
Our NCR self-service, assisted-service and point-of-sale solutions are found in over 150 countries across the globe. Our core industries are financial and retail. The extensive NCR solutions portfolio also serves the travel, healthcare, food and hospitality, entertainment and gaming, and government and public sector industries. Recognizing that more consumers favor self-service as part of their everyday lives, NCR has taken the lead in offering the “anywhere, anytime” convenience that today’s consumers demand.
Desired Profile:
BASIC QUALIFICATIONS:
• High School Diploma
• 0-1 years 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
PREFERRED QUALIFICATIONS
• Associate’s Degree preferred
• Experience in the area of Coordination/ customer Service and Support
Experience: 0 – 1 Years
Role: Fresher
Functional Area: ITES/BPO/KPO, Customer Service, Ops.
Education:
UG – Graduation Not Required, Diploma, Any Graduate
PG – Any PG Course, Post Graduation Not Required
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