Customer Support Executive Remote
Job description
About NCR:
NCR Corporation (NYSE: NCR) is a leading software- and services-led enterprise provider in the financial, retail and hospitality industries. NCR is headquartered in Atlanta, Georgia, with 36,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.
Job Title: Customer Support Executive
Location: Remote
Salary: £20,690.00 per annum
Shift Pattern: 37.5 hour’s working week (Rotational shift work)
What is the role of a Customer Support Executive?
As a Customer Support Executive you will be working within a small team of other experienced professionals taking calls from customers on a variety of issues such as incorrect dispensing, cards being retained and complaints, typically you can expect to receive anywhere between 60 - 90 calls per day. You will also be responsible for email responses and managing the Customer Support Mailbox alongside your team. You may also make outbound calls liaising with customers, suppliers and other areas of the business about all aspects of our ATMs. Your role is to quickly identify the best course of action and ensure a quick resolution for the customer. With upwards of 1.5 million individual transactions every single day this is not a job for people who are not able to think fast. We take our Customers satisfaction seriously and expect that you will be able to demonstrate a passion for solving problems and great customer service. This role requires you to think outside the box and problem solve, escalating to appropriate management where guidance is required.
What will I be doing as a Customer Support Executive?
- Provide a personable and professional service, usually under pressure.
- Engage with our customers via incoming calls (60 - 90 calls p/day average).
- Handle a wide variety of customer queries.
- Manage ‘Tickets’ on the in-house database, ensuring a high level of organization.
- Stationary ordering, managing resources and work to key processes.
- Recognise faults and advise correct course of action.
- Ensuring customer queries and issues are followed through until completion.
- Problem solving following processes within a busy environment.
- Deal confidently with complaints, escalating as appropriate.
- Multi-task and make key decisions.
Additional responsibilities/training:
- Problem solving following processes within a busy environment.
- Multi-task and make key decisions.
- Assisting the rest of the OSC by adding in correct information into tickets.
What Will I Need to Succeed as a Customer Support Executive?
The successful candidate will have a passion and flair for delivering great customer service. Working closely as part of a busy customer service team, you will be the first point of contact for our customers. You will need to be helpful, tactful and display real understanding and a desire to get things right in all customer interactions. This is a developing work environment so a positive ability to embrace change is a must. You will need to demonstrate:
- Excellent telephone manner and communication skills.
- Customer service experience (Contact centre experience is advantageous).
- Good team player.
- Exceptional verbal and written communication skills.
- An understanding of technology and experience in MS Office including Outlook / Excel / Word to track work flow, daily tasks and assisting in personal organisation.
- Be able to work under pressure and in a fast paced environment.
Shift Pattern (subject to change on the needs of the business):
- Monday – Friday hours between 8:00am – 6:00pm (Weekly rotation of 8:00am – 4:30pm and 9:30am – 6:00pm).
What benefits do I Get In Return?
- £20,690.00 per annum.
- 22 days holiday per annum.
- Company pension.
- Access to opt into various benefits including a health cash plan, dental cover, and private medical insurance.
- A range of health and wellbeing discounts.
- Employee life assurance.
- ·Employee Assistance Programme, with 24/7 counselling service.
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.
Job Types: Full-time, Permanent
Salary: £20,690.00 per year
Benefits:
- Company pension
- Referral programme
Work authorisation:
- United Kingdom (required)
Work Location: Remote
