Customer Service Rep I

NCR Atleos; Mumbai; On-site; INR 700,000 - 1,000,000; Full time

Job summary

NCR Atleos, headquartered in Atlanta, is expanding financial access with over 20,000 employees. The Partner Services Analyst will manage service delivery, incident handling, and vendor coordination to ensure SLA compliance and high customer satisfaction.

The role links customers, vendors, and technical teams, focusing on process improvements and operational efficiency across global financial institutions and retailers. Strong communication and analytical skills are essential.

Qualifications

• 2–5 years of experience in dispute management.
• Experience with ticketing tools and service management processes.
• Strong customer and partner management skills.
• Excellent verbal and written communication.
• Analytical and problem-solving mindset.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience with service operations, incident management, or vendor management.
• Advanced Excel, reporting, and data analysis skills.
• Stakeholder management and cross-functional collaboration.

Responsibilities

• Monitor and manage service requests, incidents, and escalations.
• Coordinate with vendors and internal teams to ensure timely issue resolution.
• Drive SLA adherence and operational performance.
• Analyze service trends and identify opportunities for process improvement.
• Prepare operational reports, dashboards, and performance reviews.
• Support customer reviews and provide proactive service updates.
• Manage escalations and ensure effective communication with stakeholders.
• Participate in root cause analysis and corrective action planning.
• Maintain service documentation and operational records.
• Support automation, continuous improvement, and quality initiatives.

Skills

Customer management

Partner management

Data analysis

Incident management

Vendor management

Communication

Excel

Tools

Ticketing tools

Service management

Job description

About NCR Atleos NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

Position Title: Partner Services Analyst / Specialist Department: Dispute Management Team Reporting To: Partner Services Team Manager

Role Summary:

The Partner Services Analyst is responsible for managing service delivery operations, vendor coordination, incident resolution, customer support activities, and SLA compliance. The role acts as a key link between customers, vendors, technical teams, and internal stakeholders to ensure service excellence and operational efficiency.

Key Responsibilities:

• 1.Monitor and manage service requests, incidents, and escalations.
• 2.Coordinate with vendors and internal teams to ensure timely issue resolution.
• 3.Drive SLA adherence and operational performance.
• 4.Analyze service trends and identify opportunities for process improvement.
• 5.Prepare operational reports, dashboards, and performance reviews.
• 6.Support customer reviews and provide proactive service updates.
• 7.Manage escalations and ensure effective communication with stakeholders.
• 8.Participate in root cause analysis and corrective action planning.
• 9.Maintain service documentation and operational records.
• 10.Support automation, continuous improvement, and quality initiatives.

Required Skills

• .Strong customer and partner management skills.
• .Excellent verbal and written communication.
• .Analytical and problem-solving mindset.
• .Ability to manage multiple priorities in a fast-paced environment.
• .Experience with service operations, incident management, or vendor management.
• .Advanced Excel, reporting, and data analysis skills.
• .Stakeholder management and cross-functional collaboration.

Preferred Experience:

• .2 to 5 years of experience in dispute management.
• .Experience working with ticketing tools and service management processes.
• .Exposure to ATM services, managed services, or technical support environments is an advantage.

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

EEO Statement

NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

Help us bring innovation to financial institutions across the globe.

At NCR Atleos, you’ll have meaningful and relevant work experiences, with opportunities to learn and make a real contribution.

We are dedicated to solving the challenges our customers face through continuous innovation and a commitment to setting the highest standard in self-service banking.

A career at NCR Atleos means embracing our innovative culture and values, seeking new adventures and carving your own path.