Customer Care Representative I - Cape Town at NCR Atleos

Reason for discussion:  Self-Cash Support Consultant Responsibilities and Expectations

• Answer all incoming calls – irrespective how many calls you have taken prior.
• Make the required outbound calls for your respective sites.
• SC consultants to provide accurate and transparent comments when completing any self-cash ATM monitoring report. E.G., “Note jam – Site was advised, ATM offline – Site to restart, Cash/Cassettes out – Site was adv to load or SMS sent to site”. These comments will not be accepted as we require a dedicated contact person at site, a plan of action from the ATM custodian and follow up the next day to ensure the ATM custodian stick to their commitment.
• SC consultants are responsible to engage with ATM custodians for their assigned sites and improve contactability E.G Escalate to ATMP/AM’s for assistance, request a site visit if you are unable to reach a specific site or if the ATM has been inactive for 2 days+.
• SC consultants to capture the name of the person they troubleshooted with on their assigned reports/ SM after every intervention, provide accurate troubleshooting steps to ensure the ATM is fully operational and follow up with merchant.
• Ensure all technical callouts logged on Spark manage was captured on the google callout master sheet to prevent delays in technician attendance, track the callouts, e.g., repeat callouts.
• Event handling to be maintained and actioned within the same day, unless event assigned after hours. 
• Standby responsible for after hours actioning with regards to emails, WhatsApp & calls E-mails to be actioned within the same day. All comments for all sites worked needs to be updated on BMPS. Reimbursements queries should not take longer than 1 week unless discussed with SC management. Standby person availability from 6am – 10pm daily and can only leave the office at 3pm during the week. Steps to follow regarding alerts:
• Provide alert communication in the Technical Task Team Group for approval
• Middleware alerts to be action within 10 minutes.
• Further update within 25 minutes (detail of what is causing issues)
• Further update until resolution within 1 hour (who have we escalated to and what is the ETA for resolution)
• Morning screenshots for Standby should be sent out not later than 6:15am.
• Evening screenshots for Standby should be sent from 9:45pm.
• Shift Times – as per contract (however in the interim we will continue as per normal unless required).
• General health system checks & group reports to be sent out thrice per day including Sundays.
• Edge training to be completed within the stipulated timelines given by SC management.
• Follow ups on all SC sites, when receiving a query via email, telephone, WhatsApp. This must be manged and followed up until resolved.