Cust Relationship Analyst

hace 7 meses

Lima, Perú NCR Atleos 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.

Titulo: Customer Relationship Analyst

Localidad: Lima (hibrida)

Grado: 09

Resumen de la posición:
En este rol, NCR ofrece a los clientes un punto de contacto desde el momento en que informan un incidente hasta que se resuelve, gestionando todos los aspectos de la prestación de servicios de NCR al cliente. Proporcionar análisis y acciones que conduzcan a una mayor satisfacción del cliente, una mayor fidelidad del servicio y rentabilidad, son parte de los objetivos de esta posición. Se debe tener un conocimiento profundo de los sistemas de servicios, las operaciones, las políticas y los detalles específicos del contrato del cliente que se utilizan para resolver situaciones de los clientes. Asimismo, se debe poder identificar rápidamente los próximos pasos en el proceso de resolución de problemas aprovechando las prácticas de ITIL y evaluar activamente el entorno de los clientes e identificar proactivamente acciones para mejoras continuas.

Tareas laborales diarias
- 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 básicos:

- 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

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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