Customer Care Executive (Call management- Night shift)

NCR Atleos; Mumbai; On-site; INR 350,000 - 550,000; Full time

Job summary

NCR Atleos in Mumbai requires a Call Management Service Coordinator to work a fixed night-shift from the office. The role involves proactive planning and coordinating with Customer Engineers to ensure service levels and contractual terms are met.

You will own and assign work orders, monitor progress within geographic areas, arrange security escorts or third-party providers, escalate issues, and maintain clear communications with engineers and Territory Managers.

Qualifications

• Graduate in any discipline with 2-3 years' experience in coordination / customer service and support.

Responsibilities

• Accept ownership of work orders routed to CALL MANAGEMENT.
• Proactive planning, prioritizing, and assigning all outstanding work order tasks for Customer Engineers, ensuring prompt delivery of service to meet contractual terms.
• Monitoring and controlling all outstanding work orders within specified geographic areas with assigned resources and parts.
• Scheduling appointments with security escorts or third-party service providers as required.
• Escalating to Team Leader or Territory Manager if work orders risk exceeding response or fix times.
• Coordinating with other Service Coordinators when engineers move across territory boundaries to fill skill or resource gaps.
• Performing predefined start and end of day processes within CALL MANAGEMENT.
• Recording requested information for customer complaints and managing escalations.
• Maintaining effective communication with engineers for regular progress updates and messages.
• Providing central communication for engineers and handling incoming messages for the territory.
• Using Territory Manager data to maintain CE duty roster and schedule; monitoring CE availability, sickness, holidays, and planned commitments.
• Escalating resource shortfalls to Team Leader and Territory Manager and reporting daily CE workload.
• Ensuring correct closure of all work orders and proper bill type in calls.

Education

Graduate in any discipline

Job description

Role requires working in a fixed night shift from office role & involving regular voice-based call management.

• Shift Timings - 2:30AM-9:30 AM OR 12:30 AM -7:00 AM
• Work Persona: Work from Office.
• Education: Graduate in any discipline with two to three years' experience in the area of Coordination / customer Service and Support preferred

Role Summary

• The Call Management Service Coordinator (SC) is responsible for the proactive planning of all incoming work order allocations received within a specific geographic territory or Customer responsibility. The SC is also responsible for ensuring that all available resources are effectively utilized and predefined service levels are consistently achieved and contractual agreements met.
• The primary function of the SC is to support the activities of the Customer Engineers (CEs) assigned to him or her or within a particular geographic region or territory. The SCs plan, prioritize, assign, and monitor all open work orders for CEs. Additionally, the higher levels may be required to perform escalation management activities which provide end to end tracking for both field and customer.

Job Description

Key Areas of Responsibility

• Accept ownership of work orders routed to CALL MANAGEMENT
• Proactive planning, prioritizing, and assigning all outstanding work order tasks for Customer Engineers, ensuring the prompt delivery of service to meet our contractual terms and conditions
• Monitoring and controlling all outstanding work orders within specific geographical areas as assigned including resources and parts.
• Scheduling appointments with security escorts or third-party service providers as required.
• Identifying and escalating to the Team Leader or the Territory Manager, or the correct person, any situation that will cause a work order to exceed the specific contractual response or fix time.
• Working with other Service Coordinators when the movement of engineers across territory boundaries is necessary to fill any skill or resource shortfall.
• Performing predefined start and end of day processes within the CALL MANAGEMENT.
• Recording any requested information for customer complaints referred by any outside source and managing escalations as defined.
• Maintaining effective and timely communication with engineers, obtaining regular progress updates for outstanding work orders, and handling all messages that are required to be transmitted to CEs within the territory.
• Providing a central point of communication for engineers and handling any incoming telephone messages that may require to be transmitted to the engineers within the territory.
• Utilizing information provided by Territory Managers to maintain the current duty roster/CE schedule, record all incidents relating to CE availability, sickness, holidays, and planned work commitments. Regularly inspecting any holiday and absence tools used by the Territory Managers.
• Escalating to the team leader and territory manager when available CE resource levels fall below the determined specified limit and reporting daily records regarding CE availability and workload.
• Ensuring the correct and timely closure and completion of all work orders
• At call closure, verifying entitlement of the correct serial number for the device being repaired, and ensuring correct bill type is included in each call to ensure that all cash and charge revenues are billed, except where automatic closure by the CE is available.
• Provide parts management/coordination (working with Logistics for SLAS) as assigned
• Follow Global Call Management tools, process and procedures as documented and posted in GP&S