NCR Job Vacancy in Kenya : Customer Care Advisor

NCR Job Vacancy in Kenya : Customer Care Advisor

Title: Customer Care Agent

Location Kenya

EEO Statement

Integrated into our shared values is NCR’s commitment to diversity. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality,

promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture and physical ability. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.

CCA JOB PROFILE

The Customer Care Agent (CCA) works in a high volume, short duration call center environment serving as the primary interface to internal and external customers and/or their agents.

The primary responsibility is to provide problem resolution and escalation management for NCR products and services using known solutions and escalation processes.

Role Functions

• Receive and document service request and customer information
• Ensure customer entitlement
• Utilize experience, support systems and tools to facilitate a customer solution
• Initiate dispatch request
• Gather problem information and determine criticality

• Escalate problem to involve other analysts (e.g., Support Specialist), if necessary Remotely deliver a solution to solve a customer problem

• Communicate with customers through various means (oral, written, electronic) to deliver a solution

• Facilitate the locating, distribution and billing for parts

• Deploy solutions found in the rediscovery database

• Deploy implementation action plan when a solution is found in the rediscovery database • verify resolution of problem with the customer Capture information and record data in d e desktop tools

• Document, verify, and make appropriate corrections to the incident record and customer profile

• provide incident feedback about supplier commitments missed, process improvements, and case documentation for rediscovery Contribute as a team member • participate in team meetings and activities

• Participate in objective setting, performance management, reward and recognition programs

• Participate in special 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 Actively develop job-related skills • participate in planning and implementing personal and career development activities • actively develop job related skills Deliver customer service following NCR Shared Values Scope The work environment may require rotation in work hours, weekend or holiday hours, and/or extended hours, as needed, to accommodate customer needs. The CCA will be measured on speed of response, clarity and accuracy of captured information, and appropriate use of dispatch avoidance and problem resolution tools. Work Environment

• The work environment may require rotation in work hours, weekend or holiday hours, and/or extended hours, as needed, to accommodate customer needs.
• The position involves prolonged periods of PC and telephone usage.
• The CCA is accountable for continuously receiving and handling high volumes of customer calls.
• The CCA works in a team environment and interacts with both internal and external customers.
EEO Statement
Integrated into our shared values is NCR’s commitment to diversity. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture and physical ability. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies

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

Desired Skills and Experience
 

Education and Experience Requirements
• A University degree preferably in Information Technology or related field. Relevant experience in customer relationships preferred.
• PC literacy
• Keyboard proficiency
• Understanding of Windows-based applications/tools. Proficient use of Microsoft excel, access and power point preferred. Key Areas of Responsibility Work directly with customers, answering calls, solving problems, and operating with known solutions
Additional Requirements

• Knowledge of Kenya geography
• Basic knowledge of accounting
• Excellent command of English language

 How to Apply
Submit your CV and Application online : Click Here