Customer Relationship Analyst

hace 3 semanas

Bogotá, Bogotá D.E., Colombia NCR A tiempo completo
About NCR

NCR Corporation (

NYSE:
NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

TITLE:
Customer Relationship Analyst (I)

LOCATION:
Bogota - Colombia

GRADE:
08

Job description summary


In this role, One NCR is about giving customers one NCR point of contact from the time they report an incident until it's resolved, managing all aspects of NCR Services delivery to the client.

Providing analysis and actions leading to improved customer satisfaction and improved service fidelity.

You must have a thorough understanding of Services Systems, Operations, Policies, and Customer Contract Specifics that are used to resolve customer situations.

Must be able to quickly identify next steps in the problem resolution process and knowledge in project management methodologies. Actively assess the customers environment and proactively identify actions for continuous improvements.

This role requires of excellent disposition of team work and dedicated Customer Support Services with different areas and customer providers.

Client Governance

The priority is customer satisfaction. Aligned and adapt to the governance model of our client(s). Cadence drives service performance, engagement and ongoing improvements. Daily interactions, delivering services contract terms during the lifecycle of the agreement.

Governance Model

Frequency:
Daily/Wkly/Mthly/Qtrly

Hybrid model (customer site, NCR office and home)

Content:
HDW/SW/MS/Projects

Performance Metrics

Bad Actors/Outliers

Market Performance

Entitlement

Change Management

Service Performance Delivery of KPIs

Ensure data integrity within the NCR systems. Performs reporting and prioritizes, maintains working relationships with client and internal organizations.

SLA performance results

Client KPIs

Entitlement

Entitlement is what a customer is entitled to under their service contract. Accurate and timely asset entitlement is paramount.

Endpoints registration

Proper coverage in delivery system

Bad Actor & Chronic Units

Hardware that repeatedly fails to meet standards of quality and performance.

Revisit identification/improvements

Excessive failure rates of units

Customer Engineer Support

  • Provide general and or account specific support to the customer engineer about processes or escalations with the customer
Environmental

HDW/SW

Site prep

Site access, safety issue

Account procedures

SLA Penalties - Penalties assessed if SLA is breached.

Penalty reconciliation

Penalty avoidance

Service Request - Checking SRs information. Reclassify when required and provide analysis

Monthly SR mitigation

Over/under reporting

QUALIFICATIONS AND EDUCATION REQUIREMENTS
Technical/Professional in business administration, engineer or similar.

Detailed oriented, analytical and/or technical experience, preferably within NCR Services

Demonstrated proficiencies with Microsoft Office Suite, excellent in Microsoft Excel

Excellent written and verbal communications skills

Ability to work in a fast-paced environment. multi-task, time management and organizational skills

Ability to identify and resolve issues with a sense of urgency.

Ability to work as part of a team or independently.

Willing to work non-standard business hours as required by customers.

PREFERRED SKILLS
Experience in other NCR Lines of Businesses

Knowledge in automation processes

At least 1 year of related experience

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

EEO Statement

Integrated into our shared values is NCR's commitment to diversity and equal employment opportunity.

All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law.

NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential.

We believe in understanding and respecting differences among all people. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies

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

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