NCR Customer Care Center Agent in Belgrade, Serbia

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

Title: Customer Care Center Agent

Location: Belgrade, Serbia

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 NCR teams. Address issues and concerns and escalate to internal teams as necessary

Essential Role Functions

  • Manage communications for the team through email and phone

  • Provide phone coverage during defined business hours (8am to 8pm EST)

  • Serve as point of contact for CCC team

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

  • requests for new sales

  • 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).

  • File customer specific electronic attachments (i.e. returned forms, other customer deliverables) on fileserver or in the Deployment database.

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

  • On-board customers and process orders via defined process once the Sales Team has completed sales related activities

  • 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 NCR team members, inside and outside the CCC, via phone or e-mail as required

REQUIRED EDUCATION AND/OR EXPERIENCE

Formal education level: Bachelors degree preferred

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 – experience with use of ServiceNow

  • Required - Microsoft Outlook, Excel, Word experience

JOB CONDITIONS:

  • Hours of work should mirror that of counterparts in Atlanta, GA

  • Hours in excess of 40 per week may be necessary to complete tasks

  • Self starter and works well with little supervision

  • Overtime may be necessary to complete tasks

EEO StatementIntegrated 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 AgenciesTo 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.

We are NCR. We power incredible experiences that make life easier. We're changing the way you bank, shop, eat and travel, enabling nearly 700 million transactions daily. How do we do it all? With iNCRedible people like you. A career here means embracing our culture and shared values, always seeking new adventures, and carving your own path. We've been around more than 130 years and we're just getting started. Join us as we build the future of omnichannel experiences, and have fun doing it!