Customer Care Rep (I)

About NCR

NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

About NCRATLEOS
NCRATLEOS Corporation (NYSE: NCRATLEOS) is the global leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With its software, hardware, and portfolio of services, NCRATLEOS enables nearly 700 million transactions daily across retail, financial, travel, hospitality, telecom and technology, and small business. NCRATLEOS solutions run the everyday transactions that make your life easier. NCRATLEOS is headquartered in Atlanta, Georgia, with nearly 30,000 employees and does business in 180 countries.

Title: Customer Care Center Agent

Location: Lagos, Nigeria

General Role Summary

Responsible for processing and execution of hardware orders via a defined deployment process to meet customer needs/requests. Serve as a point of contact for internal NCRATLEOS teams. Address issues and concerns and escalate to internal teams as necessary.

Essential Role Functions

Manage communications for the team through email and phone.

Creation of incident and status update through email.

Constant communication with Customer Engineer on incident assignment and status update.

Serve as point of contact for CCC team.

Treat customer requests and assign to team members as appropriate, which may include the following:

status updates for deployment sites including deployment management, technical, logistics, training and installations issues/questions

escalations from various rollout stakeholders, and

Requests for post-live configurations and live site support issues/escalations. 

Record all customer communications received and sent to customer in the Deployment database (includes status changes, dates, contact fields and comments).

Archive mail messages in Microsoft Outlook Deployment Email Box as required.

Distribute initial communications regarding Deployment process and status to customers via email or phone

Manage outbound communication to customer to set Target Dates for Deployment activity including:

Opening Dates

Install date

Training Dates

Logistics Shipping Dates

Ability to effectively transition from daily, routine tasks to urgent, immediate tasks and back again with ease.

Participate actively on a dynamic team and look for opportunities to help co-workers.

Communicate with NCRATLEOS team members, inside and outside the CCC, via phone or e-mail as required.

REQUIRED EDUCATION AND/OR EXPERIENCE

Formal education level: bachelorâs degree preferred or Higher National Diploma.

Specific skills & proficiency level:

Professional and courteous phone and email communication skills

Excellent organizational skills

Excellent attention to detail

Self-driven team player, dependable, and demonstrates the ability to manage multiple initiatives including daily weekly and monthly tasks to support deployment and order processing activities

Experience: Previous experience

Preferred - at least one year project administration or related experience.

Preferred â experience with use of Service Now

Required - Microsoft Outlook, Excel, Word experience.

JOB CONDITIONS:

Self-starter and works well with little supervision.

Overtime may be necessary to complete tasks.

EEO Statement
Integrated into our shared values is NCRATLEOSâs commitment to diversity. NCRATLEOS 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. NCRATLEOS 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 NCRATLEOS has an ongoing responsibility to respect and support a globally diverse environment.

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement
Integrated into our shared values is NCR's commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. 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. 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.