Customer Care Representative at NCR Corporation

RESPONSIBILITIES: 

• Dispatching of technicians - arranging calls on a day-to-day basis and updating technician calendars on Spark Manage
• Liaising with more than 3 parties at any giving time when arranging callouts
• Discussing call out details and parts required with technician
• Meeting SLA’s (installations, removals, callouts, preventative maintenance and signage)
• Calculating the most cost effective & efficient route
• Allocate calls to the technician’s calendar and Journey App
• Manage technicians bootstock, make sure the technician submits their bootstock report and check whether they have sufficient stock
• Requesting stock from workshops for technicians as required
• Monitoring of technicians and ensuring their work is completed, quality approved, actioned timeously and job cards uploaded onto the system
• Approving site pictures for signage calls and installations before the technician leaves a site
• Managing in and outbound calls
• Contact clients and plan for technicians to be on site and work on the ATMs
• Coordinating CIT (Fidility) service providers for call outs – Contact CIT service providers for an ETA
• Following up on all open events daily
• Operations management – managing the technician’s time, installations, technical call outs, preventative maintenance and parts supply
• Ensuring constant revision and refining of processes and procedures
• Reporting of data and deliverables on a timely basis
• Assisting with general office admin and reporting
• Compiling weekly and monthly KPI reports

Professional Requirements:

• Grade 12 qualification
• Relevant tertiary qualification is advantageous
• Experience as a call coordinator, dispatching technicians and dealing with 3rd Party Vendors across the country
• Strong administrative skills
• Proficiency in MS Excel
• Be bilingual (English /Afrikaans)
• Flexibility to work shifts, 1 weekend (half days) a month, public holidays (half-day) and standby. The individual will be remunerated additionally for these shifts

Competencies;:

• A great attitude – “do what it takes” attitude
• Thorough attention to detail and accuracy
• Highly organized with a strong work ethic
• Able to think-out-the-box and generate new ideas
• Possess strong verbal and written communications skills
• Follow procedures and have a structured approach to problem-solving
• Be organised, motivated and able to manage own time effectively and respond positively to different situations