Customer Service Rep I

NCR Atleos; Mumbai City; On-site; INR 600,000 - 1,100,000; Full time

Job summary

NCR Atleos is seeking a Partner Services Analyst to manage service delivery operations, coordinate with vendors, and ensure SLA compliance. The role connects customers, vendors, technical teams, and internal stakeholders to drive service excellence.

The ideal candidate will have experience in dispute management or service operations, strong communication skills, and a data-driven mindset to improve processes and reporting.

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 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

Verbal communication

Written communication

Analytical mindset

Prioritization

Service operations

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

• 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.

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.