TITLE: CCC Customer Care Representative

LOCATION: Oman

GRADE: 6

About NCR Corporation NCR Corporation (NYSE: NCR) is a global technology company leading how the world connects, interacts and transacts with business. NCR’s assisted- and self-service solutions and comprehensive support services address the needs of retail, financial, travel, hospitality, gaming, public sector, telecom carrier and equipment organizations in more than 100 countries. NCR (www.ncr.com) is headquartered in Duluth, Georgia, USA.

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

• Position requires the application of knowledge of problem routing, tracking and escalation procedures, as well as knowledge of data entry software applications and related desktop tools

• Gathers problem information and records data in desktop tools

• Work directly with customers in local language, answering calls, determining customer entitlement, and documenting requests for service; Maintaining effective and timely communication with engineers, obtaining regular progress updates for outstanding work orders, and handling all messages that are required to be transmitted to engineers within the territory

• Receive and document service request and customer information; Gather problem information and determine criticality

• Proactive planning, prioritizing, and assigning all outstanding work order tasks, ensuring the prompt delivery of service to meet our contractual terms and conditions; Monitoring and controlling all outstanding work orders within specific geographical areas as assigned including resources and parts

• Follow Global Call Taking tools, process and procedures as documented and posted in GP&S

• Initiate dispatch request capture information and record data in desktop tools; Document, verify, and make appropriate corrections to the service request and customer profile; Provide parts management/coordination as assigned

• Providing a central point of communication for engineers, handling any incoming messages that may require to be transmitted to the engineers within the territory; Working with Service Coordinators when the movement of engineers across territory boundaries is necessary to fill any skill or resource shortfall

• Communicate with the Customer Advocates for permanent change to the customer profile

• Ensuring the correct and timely closure and completion of all work orders

• At call closure, verifying entitlement of the correct serial number for the device being repaired, and ensuring correct bill type is included in each call to ensure that all cash and charge revenues are billed

• Contribute as a team member; Participate in team meetings and activities

• Participate in objective setting, performance management, and reward and recognition programs; Participate in special projects to continuously improve processes, tools, systems and organization

• Be aware of Corporate Equal Opportunity/Affirmative Action programs and guidelines and is responsible for providing equal opportunity to all associates in all phases of the business

• Work environment involves rotation in work hours, weekend or holiday hours, and/or may require extended hours, as needed, to accommodate customer needs; Success of this position will be measured on speed of response, clarity and accuracy of captured information; Position is accountable for continuously receiving and handling high volumes of customer calls

• Ability to work in a team environment and interacts with both internal and external customers

EEO Statement Integrated into our shared values is NCR's commitment to diversity. 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 unders