Customer Care Center Agent at NCR Corporation

Job ID: R0075873
Location: Lagos

Position Summary & Key Areas Of Responsibility

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

Basic Qualifications

• Formal education level: Bachelor’s 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
• Self-starter and works well with little supervision
• Overtime may be necessary to complete tasks

Preferred Qualifications:

• Preferred - At least one year project administration or related experience
• Preferred - Experience with use of Service Now