Service Planner - Pakistan

NCR Atleos; Karachi Division; On-site; PKR 600,000 - 1,000,000; Full time

Job summary

NCR Atleos in Pakistan is seeking a Service Planner to coordinate inbound and outbound calls and support Service Request (SR) operations across the Gulf region. You will act as a liaison between customers, engineers, and internal teams to ensure timely updates and accurate SR handling.

The ideal candidate is organized, detail-oriented and capable of juggling multiple SRs while maintaining high service standards in a fast-paced environment. Rotational shifts and 5-day weeks apply.

Qualifications

• Strong verbal and written communication skills.
• Ability to confidently handle high-volume inbound & outbound calls.
• Professional email and chat communication skills.

Responsibilities

• Handle inbound and outbound calls professionally, ensuring high-quality customer interactions
• Manage and process Service Requests (SRs) including: Reassignments, ETA updates and adjustments, Cancellations, Territory changes
• Complete SRs on behalf of Customer Engineers (CEs)
• Maintain accurate documentation in Public Notes for all SR actions
• Provide timely updates on inquiries, escalations, and service status
• Coordinate via email, Skype/Lync, and internal communication tools
• Monitor and address aged calls and out-of-process cases
• Perform escalation management and suppression
• Oversee premium freight usage and service efficiency
• Track and support utilization (labor, parts, freight)
• Collaborate with Services and Enablement teams
• Conduct regular reviews of territory needs and service performance
• Identify process improvements and provide feedback
• Support Gulf operations and perform additional tasks as required

Skills

Communication

Multitasking

Time management

Ownership

Tools

Ticketing systems

MS Office

Skype/Teams

Job description

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.

Job Description

Job Title: Service Planner

Location: Pakistan
Job Summary

We are seeking a highly organized and proactive Service Coordinator to manage inbound and outbound calls while supporting Service Request (SR) operations across the Gulf territory.

The ideal candidate is a strong multitasker who can handle high call volumes, coordinate service activities, and ensure timely communication between internal teams and stakeholders.

Key Responsibilities

• Handle inbound and outbound calls professionally, ensuring high-quality customer interactions
• Manage and process Service Requests (SRs) including:
  • Reassignments
  • ETA updates and adjustments
  • Cancellations
  • Territory changes
• Complete SRs on behalf of Customer Engineers (CEs)
• Maintain accurate documentation in Public Notes for all SR actions
• Provide timely updates on inquiries, escalations, and service status
• Coordinate via email, Skype/Lync, and internal communication tools
• Monitor and address aged calls and out-of-process cases
• Perform escalation management and suppression
• Oversee premium freight usage and service efficiency
• Track and support utilization (labor, parts, freight)
• Collaborate with Services and Enablement teams
• Conduct regular reviews of territory needs and service performance
• Identify process improvements and provide feedback
• Support Gulf operations and perform additional tasks as required

Requirements

Communication Skills

• Strong verbal and written communication skills
• Ability to confidently handle high-volume inbound & outbound calls
• Professional email and chat communication skills

Experience

Previous experience in:

• Call center, customer service, or service coordination roles
• Experience managing multiple tasks and service requests simultaneously
• 0 - 2 years of experience.

Core Skills

• Excellent written communication skills in English.
• Proficiency in Arabic is an advantage.
• Excellent multitasking and time management abilities
• Strong organizational and coordination skills
• Ability to work effectively under pressure in a fast-paced environment
• Analytical and problem-solving mindset
• High attention to detail

Technical Skills

• Experience using ticketing or Service Request systems
• Proficiency in MS Office tools
• Familiarity with communication platforms (Skype, Teams, etc.)

Personal Attributes

• Customer-focused with a professional attitude
• Strong sense of ownership and accountability
• Team player with cross-functional collaboration skills
• Flexible and adaptable to changing priorities

Work Conditions

• 5 working days per week
• 2 days off (rotational)
• Rotational shifts

#LI-ES2

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

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.