• Application Deadline:
• Position: Customer Care Rep


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 1 year


• Location Lagos


• Job Field Customer Care 
  

General Role Summary

• Responsible for processing and execution of hardware orders via a defined deployment process to meet customer needs/requests.  


• Serve as a point of contact for internal NCRATLEOS teams. 


• Address issues and concerns and escalate to internal teams as necessary.

Essential Role Functions

• Manage communications for the team through email and phone.


• Creation of incident and status update through email.


• Constant communication with Customer Engineer on incident assignment and status update.


• Serve as point of contact for CCC team.


• Treat customer requests and assign to team members as appropriate, which may include the following:


• status updates for deployment sites including deployment management, technical, logistics, training and installations issues/questions


• escalations from various rollout stakeholders, and


• Requests for post-live configurations and live site support issues/escalations. 


• Record all customer communications received and sent to customer in the Deployment database (includes status changes, dates, contact fields and comments).


• Archive mail messages in Microsoft Outlook Deployment Email Box as required.


• Distribute initial communications regarding Deployment process and status to customers via email or phone


• Manage outbound communication to customer to set Target Dates for Deployment activity including:


• Opening Dates


• Install date


• Training Dates


• Logistics Shipping Dates


• Ability to effectively transition from daily, routine tasks to urgent, immediate tasks and back again with ease.


• Participate actively on a dynamic team and look for opportunities to help co-workers.


• Communicate with NCRATLEOS team members, inside and outside the CCC, via phone or e-mail as required.

REQUIRED EDUCATION AND/OR EXPERIENCE

• Formal education level: bachelor’s degree preferred or Higher National Diploma.


• Specific skills & proficiency level:


• Professional and courteous phone and email communication skills


• Excellent organizational skills


• Excellent attention to detail


• Self-driven team player, dependable, and demonstrates the ability to manage multiple initiatives including daily weekly and monthly tasks to support deployment and order processing activities

Experience: Previous experience

• Preferred - at least one year project administration or related experience.


• Preferred – experience with use of Service Now


• Required - Microsoft Outlook, Excel, Word experience.

JOB CONDITIONS:

• Self-starter and works well with little supervision.


• Overtime may be necessary to complete tasks.