Service Coord Rep

6 months ago

Mumbai, India NCR Full time

About NCR

NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

Position Title: Service Coordinator

Location: Mumbai

Position Description

The Call Management Service Coordinator (SC) is responsible for the proactive planning of all incoming work order allocations received within a specific geographic territory or Customer responsibility. The SC is also responsible for ensuring that all available resources are effectively utilized and predefined service levels are consistently achieved and contractual agreements met.

The primary function of the SC is to support the activities of the Customer Engineers (CEs) assigned to him or her or within a particular geographic region or territory. The SC´s plan, prioritize, assign, and monitor all open work orders for CEs. Additionally, the higher levels may be required to perform escalation management activities which provide end to end tracking for both field and customer.

Key Areas of Responsibility

The main duties of the Service Coordinator include the following:

- Accept ownership of work orders routed to CALL MANAGEMENT
- Proactive planning, prioritizing, and assigning all outstanding work order tasks for Customer Engineers, ensuring the prompt delivery of service to meet our contractual terms and conditions
- Monitoring and controlling all outstanding work orders within specific geographical areas as assigned including resources and parts.
- Scheduling appointments with security escorts or third party service providers as required.
- Identifying and escalating to the Team Leader or the Territory Manager, or the correct person, any situation that will cause a work order to exceed the specific contractual response or fix time.
- Working with other Service Coordinators when the movement of engineers across territory boundaries is necessary to fill any skill or resource shortfall.
- Performing predefined start and end of day processes within the CALL MANAGEMENT.
- Recording any requested information for customer complaints referred by any outside source and managing escalations as defined.
- Maintaining effective and timely communication with engineers, obtaining regular progress updates for outstanding work orders, and handling all messages that are required to be transmitted to CEs within the territory.
- Providing a central point of communication for engineers and handling any incoming telephone messages that may require to be transmitted to the engineers within the territory.
- Utilizing information provided by Territory Managers to maintain the current duty roster/CE schedule, record all incidents relating to CE availability, sickness, holidays, and planned work commitments. Regularly inspecting any holiday and absence tools used by the Territory Managers.
- Escalating to the team leader and territory manager when available CE resource levels fall below the determined specified limit and reporting daily records regarding CE availability and workload.
- Ensuring the correct and timely closure and completion of all work orders
- At call closure, verifying entitlement of the correct serial number for the device being repaired, and ensuring correct bill type is included in each call to ensure that all cash and charge revenues are billed, except where automatic closure by the CE is available.
- Provide parts management/coordination (working with Logistics for SLA’S) as assigned
- Follow Global Call Management tools, process and procedures as documented and posted in GP&S

Scope

Proactively plans, prioritizes, and assigns all outstanding work order tasks for Customer Engineers and ensures the prompt delivery of service to meet our contractual terms and conditions

Work Environment
- The work environment may require rotation in work hours, weekend or holiday hours, and/or extended hours, as needed, to accommodate 7 X 24 operations
- The position involves prolonged periods of PC and telephone usage.
- The Service Coordinator is accountable for continuously receiving and handling high volumes of work orders
- The Service Coordinator works in a team environment and interacts with multiple internal customers.
- Reports to the CALL MANAGEMENT Team Leader Education and Background Education and Experience Requirements
- Graduate in any discipline with two to three years experience in the area of Coordination / customer Service and Support preferred
- Basic PC literacy
- Keyboard proficiency
- Understanding of geographical areas and ability to utilize mapping tools for assigning work orders
- Relationship building skills
- Excellent communication skills, verbal and written as well as listening skills

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

EEO Statement

Integrated i

  • Service Coord Rep

    3 months ago

    Mumbai, Maharashtra, India NCR Full time

    About NCR VOYIX NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction...

  • Commercial Territory Rep

    6 months ago

    Mumbai, India NetApp Full time

    **If you run toward knowledge and problem-solving, join us**: In a world of cloud complexity, NetApp simplifies. Our customers are looking for a more unified and secure multicloud experience, and we provide the services, infrastructure and expertise they need to achieve it. If you want to have a real impact, NetApp is the place for you. You’ll make a...

  • Client Services Rep 3

    2 weeks ago

    Mumbai, Maharashtra, India IQVIA Full time

    Job Overview Under broad guidance, ensures clients obtain maximum value from products and services in order to facilitate a positive and productive long-term relationship, either broad client or offering focused. Essential Functions - Ensures fulfillment of contract specifications and ad-hoc client requests to build client satisfaction, under supervision. -...

  • Cash and Trade Proc Rep

    2 months ago

    Mumbai, Maharashtra, India Citi Full time

    At **Citi**, we get to connect millions of people across hundreds of cities and countries every day. And we have been doing it for more than 200 years. We do this through our unparalleled global network. We provide a broad range of financial services and products to our clients - whether they be consumers, corporations, governments or institutions - to help...

  • Cash and Trade Proc Rep 5

    1 month ago

    Mumbai, Maharashtra, India Citi Full time

    At **Citi**, we get to connect millions of people across hundreds of cities and countries every day. And we have been doing it for more than 200 years. We do this through our unparalleled global network. We provide a broad range of financial services and products to our clients - whether they be consumers, corporations, governments or institutions - to help...

  • Cash and Trade Proc Rep

    6 months ago

    Mumbai, India Citi Full time

    The Cash and Trade Proc Rep 5 is an entry level role responsible for processing basic to relatively complex transfers in coordination with the Transaction Services team. The overall objective is to perform moderately complex cash & trade operation tasks, by providing processing assistance for assigned projects. **Responsibilities**: - Perform cash...

  • Integrated Services Coord

    6 months ago

    Mumbai, Maharashtra, India Halliburton Full time

    We are looking for the right people — people who want to innovate, achieve, grow and lead. We attract and retain the best talent by investing in our employees and empowering them to develop themselves and their careers. Experience the challenges, rewards and opportunity of working for one of the world’s largest providers of products and services to the...

  • Cash and Trade Proc Rep 5

    6 days ago

    Mumbai, Maharashtra, India Citi Full time

    The Cash and Trade Proc Rep 5 is an entry level role responsible for processing basic to relatively complex transfers in coordination with the Transaction Services team. The overall objective is to perform moderately complex cash & trade operation tasks, by providing processing assistance for assigned projects. **Responsibilities**: - Perform the Cross...

  • Cash and Trade Proc Rep 4

    6 months ago

    Mumbai, India Citi Full time

    The Cash and Trade Proc Rep 4 is an entry level role responsible for the processing of all regular, restricted and legal transfers in coordination with the Transaction Services team. The overall objective is to perform moderately complex cash & trade operation tasks, by providing processing assistance for assigned projects. **Responsibilities**: - Process...

  • Cash and Trade Proc Rep

    6 days ago

    Mumbai, Maharashtra, India Citi Full time

    The Cash and Trade Proc Rep 5 is an entry level role responsible for processing basic to relatively complex transfers in coordination with the Transaction Services team. The overall objective is to perform moderately complex cash & trade operation tasks, by providing processing assistance for assigned projects. **Responsibilities**: - Perform cash...

  • Cash and Trade Proc Rep

    4 months ago

    Mumbai, Maharashtra, India Citi Full time

    The Cash and Trade Proc Rep 5 is an entry level role responsible for processing basic to relatively complex transfers in coordination with the Transaction Services team. The overall objective is to perform moderately complex cash & trade operation tasks, by providing processing assistance for assigned projects. **Responsibilities**: - Perform cash...

  • Cash and Trade Proc Rep

    3 months ago

    Mumbai, Maharashtra, India Citi Full time

    The Cash and Trade Proc Rep 4 is an entry level role responsible for the processing of all regular, restricted and legal transfers in coordination with the Transaction Services team. The overall objective is to perform moderately complex cash & trade operation tasks, by providing processing assistance for assigned projects. **Responsibilities**: - Process...

  • Pharmacist sales reps

    2 months ago

    Mumbai Suburban, India Medily Prime Private Limited Full time

    Company OverviewMedily Prime Private Limited is a fast growing healthcare company with a focus on providing quick medicine delivery services within 15 minutes. The company is committed to delivering healthcare solutions to customers in a fast and efficient manner.Job OverviewJunior Pharmacist Sales Rep position with Medily Prime Private Limited, a leading...

  • Customer Care Rep

    6 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: Customer Care Rep LOCATION: Mumbai & KEY AREAS OF RESPONSIBILITY: -...

  • Service Coord Except Spec

    6 months ago

    Mumbai, Maharashtra, India NCR Full time

    About NCR VOYIX NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction...

  • Cash and Trade Proc Rep

    3 weeks ago

    Mumbai, Maharashtra, India Citi Full time

    The Cash and Trade Proc Rep 5 is an entry level role responsible for processing basic to relatively complex transfers in coordination with the Transaction Services team. The overall objective is to perform moderately complex cash & trade operation tasks, by providing processing assistance for assigned projects. **Responsibilities**: - Perform cash...

  • Customer Service Rep

    6 months ago

    Ghatkopar, Mumbai, Maharashtra, India Ashland Full time

    Ashland India Private Ltd Are you the kind of person that is always thinking, sketching, seeking, and adjusting? Who needs to understand how things work and then figure out how they can work better? Are you a passionate, tenacious, solver who loves to work with others who share your drive? Are you positive, constructive, and ingenious? Are you always...

  • Customer Service Rep

    6 months ago

    Mumbai, India We hire Full time

    INTERNATIONAL CALL CENTER LOCATION- AIROLI (VOICE PROCESS) SOLVING THE QUIRIES OF THE CUSTOMER SALARY UPTO 23K (BASED ON YOUR INTERVIEW AND YOUR LAST DRAWN SALARY) AND HSC FRESHERS UPTO 18K 5 DAYS WORKING AND 2 DAYS ROTATIONAL WEEK OFF DROP FACILITY WILL BE PROVIDE WALK INN INTERVIEW HSC AND GRADUATE FRESHERS BOTH CAN APPLY ALL THE RELEVANT...

  • Quality Analysis Bpo

    4 months ago

    Airoli, Navi Mumbai, Maharashtra, India NARITH BUSSINES SERVICE Full time

    Urgent Hiring for Quality analysis Immediate Joiners Required. JD - QA i. To audit calls/ mails as per grid defined by clients on a daily basis ii. Record feedback and to let the Customer service rep know about his/hers areas of improvements iii. Bring in necessary changes to the process and constant updating of call center core process iv. To check...

  • Customer Service Rep-ushealthcare

    3 months ago

    Mumbai, Maharashtra, India UJustCreate Services Pvt Ltd Full time

    **Job Summary** The client is from US Healthcare domain and provides new/existing patients with the best possible patient experience in relation to their prescriptions, clinical services, billing inquiries, feedback and suggestions. As the first line of contact to patients and stakeholders, the customer service representative will set the tone for how the...