HSR Dispatch Agent

About NCR VOYIX

NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.

Title: HSR Dispatch Agent

Location: Belgrade, SRB

Grade: B2

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

• Position works in a high-volume call center environment serving as the primary interface to internal and external customers and/or their agents
• Engage with Call Management team for customer's inquiries or request for escalation; Work directly with customers in local language, answering calls, determining customer entitlement, document requests for service, dispatch technicians and escalate when necessary; Schedule customer installation activity
• Daily monitoring of email window is essential; Receive and document service request and customer information; Ensure customer entitlement; Updates work orders and provides status information
• Gather problem information and determine criticality; Capture information and record data in desktop tools; Generates daily and weekly incident reports; Review incident history to determine recurring faults
• Document, verify, and make appropriate corrections to the service request and customer profile; Communicate with the Customer Advocates for permanent change to the customer profile
• Monitors incident status and escalates cases that are not resolved in a specific timeframe
• Contribute as a team member; Participate in team meetings and activities
• Participate in objective setting, performance management, reward and recognition programs; Participate in projects to continuously improve processes, tools, systems and organization

BASIC QUALIFICATIONS:

• High School Diploma
• 1-2 years of related experience in a Customer Facing Environment
• Effective interpersonal and communicational skills, including listening skills
• Proven strong organizational skills; Ability to prioritize and work on own initiative
• Proficiency in data entry software applications and related desktop tools is necessary
• Willing to work US working hours (1st and 2nd shift)
• Keyboard proficiency (accurately type minimum of 30 WPM);Understanding of Windows-based applications/toolsUnderstanding of basic customer location/geography area knowledge

Offers of employment are conditional upon passage of screening criteria applicable to the job

EEO Statement

Integrated into our shared values is NCR Voyix’s commitment to 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 Voyix 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 Voyix has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes

“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”