Customer Care Agent @ NCR Corporation

NCR V Grade Summary:

This entry-level role involves applying knowledge of routine operational tasks across multiple countries, performing standardized activities, and resolving straightforward issues. Work may also involve manual or process-driven tasks.

Job Profile:

Learn and understand internal processes and systems, applying this knowledge to the timely creation and assignment of Incidents/Service Requests (SRs) to meet SLAs.
Handle and route a high volume of incoming calls and emails.
Collect issue details and accurately log information into desktop tools and systems.
Monitor the progress of incidents and escalate any cases not resolved within the required timeframe .
Schedule customer service activities using multiple tools and platforms.
Provide phone support for retail customer systems and ensure all incidents and service requests are created promptly and accurately.
Deliver clear, effective, and creative solutions to moderately complex user issues to maximize system and product availability.
Take ownership of customer service requests and ensure timely and satisfactory resolution.
Work in a 24/7 rotational shift environment , with focus on evening and night shifts .

Functional Skills & Competencies:

Knowledge of:

• Problem routing, tracking, and escalation procedures

• Advanced troubleshooting and problem solving techniques

• Data entry tools and related desktop applications
  Strong relationship building skills
  Excellent verbal, written, and active listening communication skills
  Strong customer service orientation
  Ability to work effectively in a fast paced , team driven environment

Education:

High School Diploma, Technical Diploma, Graduate Degree, or equivalent.

Experience:

0 1 year of relevant experience.