Service Planner - Pakistan

NCR Atleos Corporation; Karachi Division; On-site; PKR 4,988,000 - 6,650,000; Full time

Job summary

NCR Atleos seeks a highly organized Service Planner to manage inbound/outbound calls and support SR operations across the Gulf region. The role requires multitasking across service requests, coordinating internal teams, and ensuring timely communication with stakeholders.

The ideal candidate has strong English communication, is detail-oriented, and comfortable with high-volume environments. This position is based in Pakistan and involves rotational shifts and standard service coordination duties.

Qualifications

• Communication skills: strong verbal and written; English proficiency; Arabic is an advantage.
• Experience: Call center, customer service, or service coordination; able to multitask and manage multiple SRs.
• Core skills: excellent written English; strong multitasking and time management; detail-oriented; collaborative.
• Technical: experience with ticketing/Service Request systems; familiarity with Skype/Teams; MS Office.
• Personal: customer-focused, ownership, accountability, team player.

Responsibilities

• Handle inbound and outbound calls professionally; ensure high-quality customer interactions.
• Manage and process Service Requests (SRs): reassignments, ETA updates, cancellations, territory changes, complete SRs for Customer Engineers.
• Maintain documentation in Public Notes for SR actions; provide timely updates on inquiries and escalations.
• Coordinate via email, Skype/Teams, and internal tools; monitor 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); conduct territory reviews and identify process improvements.

Skills

Communication skills

Multitasking

Time management

Organizational skills

Problem-solving

Customer service mindset

English proficiency

Arabic language (advantage)

Tools

MS Office

Ticketing systems

Skype/Teams

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 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.

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.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.

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.