Customer Service Rep I

NCR Atleos Corporation; Mumbai; On-site; INR 700,000 - 1,100,000; Full time

Job summary

NCR Atleos invites a Partner Services Analyst to join the Dispute Management Team. You will oversee service delivery operations, coordinate with vendors and internal teams, resolve incidents, and ensure SLA compliance to deliver reliable, high-quality support for financial institutions and retailers.

This role requires strong communication, analytical thinking, and the ability to manage multiple priorities in a fast-paced environment.

Qualifications

• 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 resolve issues.
• Drive SLA adherence and track operational performance.
• Analyze service trends and identify process improvements.
• Prepare operational reports, dashboards, and reviews.
• Support customer reviews and provide proactive updates.
• Manage escalations and communicate with stakeholders.
• Participate in root cause analysis and corrective actions.
• Maintain service documentation and records.
• Support automation and continuous improvement initiatives.

Skills

Strong customer management

Partner management

Excellent verbal and written comms

Analytical thinking

Multi-priority management

Service operations experience

Incident management

Vendor management

Advanced Excel / data analysis

Stakeholder management

Tools

Ticketing tools

Service management processes

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.