Customer Relationship Analyst
hace 2 semanas
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.
Titulo:
Customer Relationship Analyst
Localidad:
Lima - Peru
Grado: 09
Resumen de la Poscion:
En este rol, NCR busca brindar a sus clientes un único punto de contacto desde el momento en que reportan un incidente hasta que es resuelto, gestionando todos los aspectos del Delivery del Servicio de NCR.
Se deberá proveer análisis y liderar acciones que permitan mejorar la satisfacción del cliente, la fidelización del servicio y la rentabilidad.
Se debe poseer un entendimiento en Sistemas de Servicio, Operaciones, Políticas y Especificaciones Contractuales del Cliente, los cuales serán utilizados para resolver los diferentes escalamientos del cliente.
Asimismo, debe existir la capacidad de identificar rápidamente los siguientes pasos para la resolución de problemas teniendo como referencia prácticas ITIL.
El rol exige que se trabaje con el cliente continuamente y de forma proactiva con la finalidad de identificar oportunidades de mejora y acciones que permitan aplica la mejora continua en el servicio.
TAREAS
- Punto de contacto con el cliente para atención de requerimientos especiales, escalamientos, entre otros, que deban ser gestionados al interno de NCR.
- Gestión de escalamientos de clientes con las áreas internas correspondientes: logística, Field, Sales, Field Support Center, entre otros.
- Validación, seguimiento y mitigación de indicadores según contrato con el cliente.
- Entitlement: registro y actualización de equipos/sites/coberturas contractuales en sistemas de NCR para la correcta ejecución de servicios.
- Elaboración y análisis de reportes a solicitud de cliente para entendimiento de problemáticas del servicio en curso. Presentación de resultados de performance de servicio a clientes.
- Gestión de penalidades/concesiones y facturación de servicios.
Requisitos:
- Bachiller en Administración, Ingeniería Industrial o carreras afines.
- Inglés intermedio
- Manejo de MS Office avanzado: MS Word, MS Excel, MS Power Point. Power BI deseable.
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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