CIT Administrative Consultant at NCR Corporation

Position Detail

• Understand the role of each team within the department and constantly engage to achieve goals
• Customer Care: Log all inbound, outbound, and ad hoc events
• Communications: Proactively engage with merchants regarding ATMs that are out of service
• Screen and assign all internal and external email/telephone enquiries and requests
• Manage all customer communications and ensure issues are timeously resolved
• Manage all related aspects of cardholder transactions disputes
• Ensure disputes are resolved and reported on within agreed SLAs
• Ensure sufficient receipt paper is provided to all self-cashed merchants and CIT service providers in time, and within the pre-determined cost brackets
• Troubleshoot and resolve ATM issues, including hardware & software components
• Consistently monitor and maintain, and/or improve site and cash centre uptime SLAs
• Monitor, action, and report on critical sites to ensure best resolution
• Raise events for matters that require a sit visit or other intervention
• Practice and facilitate excellent relation building with service providers
• Adhere to guidelines and protocols regarding 3rd party engagements
• Ensure constant revision and refining of processes and procedures
• Follow prescribed channel of communication when making recommendations/escalations
• Report and follow up on system issues and failures
• Be available for the cycle shift work on weekends and public holidays