Client Services Representative

6 months ago

Melbourne, Australia 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.

Job Purpose/Summary:
The Client Services Representative plays a key role in the effective management of incoming customer queries and acts as an advocate for the customer. This position requires in-depth product knowledge, technical aptitude and customer service skills.

Summary of Duties and Responsibilities:
. To manage inbound calls from customers in an efficient and effective manner driving both first call resolution and optimal customer experience

. Provide accurate and specialised support to customers in the interest of maintaining ATM uptime and customer satisfaction
- Effectively manage tickets ensuring timely follow up and customer updates
- Think critically when responding to faults enabling the identification of chronic issues and accurate response to repair
- Ensure incoming enquiries are managed efficiently and you are available to take a call when required contributing to overall achievement of greater service levels
- Proactively engage in continuous improvement, training and upskilling of product knowledge
- Complete a range of administrational duties including parts ordering, ticket handover and closures, after hours handover and maintenance of ATM management systems
- Remote monitoring of the ATM fleet ensuring faults are proactively managed
- Act as an advocate for change ensuring new processes and procedures are rolled out and upheld in daily activities
- Complete required training modules as assigned by second level and management teams
- Develop strong interpersonal relationships with internal stakeholders and actively promote the mission and objectives of the team
- Work as a part of a team ensuring you collaborate with peers and provide assistance to others where required
- Follow required call flows to maintain compliance and security standards

Success criteria and performance measures:
People: Makes Cardtronics a Great Place to Work and Grow

Customer: Makes Customers Raving Fans

Results: Owns the results and makes it happen

Teamwork: Ensures we win as one team

Secure: Builds trust and protects our customers

Innovation: Builds for the future

Client Services Customer Service Operator Specific:

- Inbound call and availability
- Greater service level
- First call resolution
- Quality assurance measures
- Ticket management
- Customer service measures
- Training compliance

Minimum Knowledge, Skills, and Abilities Required:
Experience
- 1-2 years in a call centre environment managing inbound and outbound enquiries.
- Basic experience in support/IT roles will be advantageous.

**Skills**:

- Excellent time management skills and ability to work unsupervised.
- Able to prioritise work load and organisational skills
- Attention to detail and disciplined approach
- Excellent communication skills: written and verbal

. Flexible and a change advocate
- Excellent interpersonal and relationship management skills
- Ability to work in a team based environment
- Challenges the status quo and identifies areas for continuous improvement
- Exemplary problem solving skills
- Quick learner

Abilities
- Innovative in nature, anticipates the future and designs a set of strategies that effectively combat change and result in profitability in the long term
- Optimistic and able to identify opportunities even within difficult situations
- Drives to make things happen, is action orientated with the ability to get projects and activities “off the ground”
- Understands and makes best use of the available resources including personnel, systems, policies, procedures, assets, equipment and information and communication technology

Personal attributes:

- Lives the values and sets the tone for our culture through personal actions
- Is self-aware in terms of strengths and weaknesses; understands how own behaviour and actions impact on others and the business
- Has humility, follows through on personal commitments, assumes responsibility for own mistakes and learns from them
- Is trusted by others, honest and ethic
- Focused on winning
- Agility in decision making
- Enjoys innovating and ‘thinking outside the box’& has a positive attitude
- Reliable
- At ease with Technology
- Gets things done

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

EEO Statement

Integrated into our shared values is NCR's commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected

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