Customer Care Rep at NCR Corporation

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: 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

Experience: Previous experience

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