NCR Corporation Pvt. Ltd.
Experience: 0 - 1 Years
Industry Type: IT-Software/ Software Services
Functional Area: ITES/BPO/KPO, Customer Service, Ops.
Education: UG, PG
Location: Mumbai
Job Profile:
- Excellent language/communication skills, verbal as well as listening skills
- Understanding of basic customer location/geography area knowledge
- Associate's Degree preferred
- Experience in the area of Coordination/ customer Service and Support
Job Description:
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 revolutionized business transactions bringing the Cash Register to international prominence and opening one of the worlds 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 todays consumers demand.
Help lead the way to the next generation of self-service technology by revolutionizing how consumers interact with businesses around the world.
Contact Details:
Executive Name: HR
Jobs Code: 582022
Website : http://www.ncr.com
Send Your Resume To: career[at]spectra-vision.com
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