| Company: | NCR |
|---|---|
| Job Role: | Customer Service Manager. |
| Experience: | (3+ years). |
| Vacancy: | 10+ |
| Qualification: | BE/B.Tech, ME/M.Tech, MBA. |
| Salary: | KWD 1,380/month. |
| Location: | Kuwait. |
| Join us on Telegram | Click Here |
| Apply Mode: | (Online) |
| Deadline: | Not Mentioned |
NCR Corporation (NYSE: NCR) is a leading software- and services-led enterprise provider in the financial, retail and hospitality industries. With 36,000 employees worldwide, NCR has its headquarters in Atlanta, Georgia. In the United States and other countries, NCR is a trademark of NCR Corporation.
NCR understands how digital has changed how brands compete. For physical locations to differentiate and win more business, having a digital-first mindset is key-it's the best way to meet consumers in every moment and transform transactions into meaningful experiences. The world's leading enterprise technology provider to retailers, banks, restaurants, and banks for 135 years. We are the #1 global provider of retail and hospitality POS software as well as the #1 provider of multi-vendor ATM software. Our offerings range from our back office to the front end and everything in between. With our company, our clients can connect with their customers anytime, anywhere, and streamline their business so they can differentiate, compete, and win in our evolving digital world. NCR has more than 34,000 employees and is distributed in 141 countries from its headquarters in midtown Atlanta. The NCR Group has been innovating the transaction technology that runs the world since 1884. NCR powers the technology that flies off the shelves at the sexiest retailers and banks on the planet.
Description:
In this role, One NCR is about giving customers one NCR point of contact from the time they report an incident until it's resolved, managing all aspects of NCR Services delivery to the client. Providing analysis and actions leading to improved customer satisfaction, improved service fidelity and profitability. You must have a thorough understanding of Services Systems, Operations, Policies, and Customer Contract Specifics that are used to resolve customer situations. Must be able to quickly identify next steps in the problem resolution process leveraging ITIL practices. Actively assess the customers environment and proactively identify actions for continuous improvements. Account Support roles can be a stand-alone role or part of a dedicated Customer Support Services Team.
:
Position Summary & Key Areas Of Responsibilities:
Client Governance - Top priority is customer satisfaction. Establish an aligned governance model with your client(s). Cadence drives service performance, engagement and ongoing improvements. Daily interactions, delivering services contract terms during the lifecycle of the agreement.
- Governance Model
- Frequency: Daily/Wily/Mthly/Truly
- Content:
- HDW/SW/MS/Projects
- Performance Metrics
- Bad Actors/Outliers
- Market Performance
- Entitlement/Billing
- Change Management
MyNCR Portal - MyNCR is NCR’s customer portal that gives customers access to create work orders. Client training to ensure they can create, escalate and update work orders and view invoices.
- Customer set up & Training
- Profiles and passwords
- Work order ESC/Monitoring
- Connection issues
Service Performance Delivery of KPIs - Ensure data integrity within the NCR systems. Performs reporting and prioritizes, maintains working relationships with client and internal organizations.
- SLA performance results
- Outlier Management – aged Work order
- Client KPIs
- Field Retrofit Order (FRO)
Entitlement – Entitlement is what a customer is entitled to under their service contract. Accurate and timely asset entitlement is paramount.
- Endpoint registration
- Proper coverage in the delivery system
- Time & Material billing/disputes
Bad Actor & Chronic Units - Hardware that repeatedly fails to meet standards of quality and performance.
- Revisit identification/improvements
- Retrips isolation working with Field
- Excessive failure rates of units
Dispatch Avoidance - Eliminate dispatches through remote resolve, CIT, First Time Fix dispatch business rule tuning improvements.
- Actions to eliminate work orders
- Dispatch rule changes
- CIT avoidance work orders
Customer Engineer Support - Provide general and or account specific support to the customer engineer.
- Environmental (electrical, CIT)
- HDW/SW
- Site prep/clearance
- Site access, safety issue
- Account procedures
AR Invoices - Accounts receivable are legal claims for payment collected within contract terms.
- Billing disputes
- Concession approvals
SLA Penalties - Penalties assessed if SLA is breached.
- Penalty reconciliation
- Penalty avoidance
Parts & Logistics - Spare Parts Logistics consists of national, local or customer engineer trunk stock required to support the field. Understand the process and be proactive in ensuring parts are in the right place, right time working with Logistics.
- Parts Availability
- Parts Quality
- Assumption of Service
Qualification And Education Requirements:
- Experienced Data Analyst with a minimum of three years' experience.
- Analytical, technical, or detail-oriented background.
- Proficient with Microsoft Office Suite software, excellent at Microsoft Excel and Power Point.
- Communication skills, both written and oral, are excellent.
- An excellent presenter that is customer-oriented.
- Capacity to work under pressure. The ability to multitask, manage time, and organize yourself
- Possess an acute sense of urgency when identifying and resolving issues
- Teamwork and independent work skills
- Willing to work non-standard hours if customers require
Preferred Skills:
- Experience in the various NCR Lines of Businesses.
- Experience of working in a managed services or outsourcing environment
- Offers of employment are conditional upon the 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.
How to Apply Click on the Below link, it will redirect you to source Page and apply there.
.jpeg)
.jpeg)
No comments:
Post a Comment