Installation Associate

5 months ago

Mumbai Maharashtra, India NCR Atleos Full time

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

Title: Installation Associate

Location: Mumbai (Vikhroli).

The Installation Associate role is a crucial part of our operations, working in a high-volume call centre environment. You will serve as the primary interface to internal and external customers and their agents, playing a vital role in our customer service.

KEY AREAS OF RESPONSIBILITY:

- Engage with the Call Management team for customer inquiries or requests for escalation; work directly with customers in the local language, answering calls, determining customer entitlement, documenting requests for service, dispatching technicians, and escalating when necessary; schedule customer installation activity.
- Gather problem information and determine criticality; Capture information and record data in desktop tools; Generate daily and weekly incident reports; Review incident history to determine recurring faults.
- Follow Global Call Taking tools, processes and procedures as documented and posted in GP&S.
- Document, verify, and make appropriate corrections to the service request and customer profile; Communicate with the Customer Advocates for permanent change to the customer profile
- Contribute as a team member; Participate in team meetings and activities.
- As an Installation Associate, you will be involved in objective setting, performance management, reward programs, and projects to improve processes and systems and foster professional growth.
- We fully commit to upholding Corporate Equal Opportunity/Affirmative Action programs and guidelines.
- We provide equal opportunities to all associates and maintain a respectful work environment. This position includes prolonged PC and telephone usage and handling high volumes of customer calls.
- Monitors incident status and escalates cases not resolved in a specific timeframe.

Please keep in mind the following information:

- The work environment for this position requires flexibility in work hours, including weekends or holidays. It may also involve working extended hours as necessary to meet customer needs. Success in this position will be evaluated based on response time, accuracy of information, and your ability to adapt to a flexible work schedule. You will be expected to work collaboratively within a team environment and communicate effectively with internal and external customers.

BASIC QUALIFICATIONS:

- High School Diploma
- 0-4 years of related experience
- Practical interpersonal and communicational skills, including listening skills
- Proven strong organizational skills; Ability to prioritize and work on own initiative
- Enthusiastic and hard-working
- Understanding of basic customer location/geography area knowledge

PREFERRED QUALIFICATIONS:

- Associate's Degree preferred

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement

NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.

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