Callone Ops Agent

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: CCC Customer Care Representative II

LOCATION: MUMBAI, INDIA

GRADE: 7

& KEY AREAS OF RESPONSIBILITY:

- Position works in a high volume call center environment serving as the primary interface to internal and external customers and/or their agents
- Engage with Call Management team for customer's inquiries or request for escalation; Work directly with customers in local language, answering calls, determining customer entitlement, document requests for service, dispatch technicians and escalate when necessary; Schedule customer installation activity
- Gather problem information and determine criticality; Capture information and record data in desktop tools; Generates daily and weekly incident reports; Review incident history to determine recurring faults
- Follow Global Call Taking tools, process 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
- Participate in objective setting, performance management, reward and recognition programs; Participate in projects to continuously improve processes, tools, systems and organization
- Be aware of Corporate Equal Opportunity/Affirmative Action programs and guidelines and is responsible for providing equal opportunity to all associates in all phases of the business
- Emphasis may be on manual skills; this position involves prolonged periods of PC and telephone usage; accountable for continuously receiving and handling high volumes of customer calls
- Monitors incident status and escalates cases that are not resolved in a specific timeframe
- Work environment for this position involves rotation in work hours, weekend or holiday hours, and/or may require extended hours, as needed, to accommodate customer needs; Success with this position will be measured on speed of response, clarity and accuracy of captured information
- Work within a team environment and interacts with both internal and external customers

BASIC QUALIFICATIONS:
High School Diploma

0-2 years of related experience

Effective 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.