Customer Experience Associate

20 hours ago

Cebu City, Central Visayas, Philippines beBeeCustomer Full time $67,657 - $84,430
Job Title:

Customer Service Specialist

Job Summary:

This role is responsible for delivering exceptional customer service and support to clients. The ideal candidate will have excellent communication skills, be detail-oriented, and possess a strong analytical mindset.

Key Responsibilities:
  • Client Governance: Establish an aligned governance model with clients, prioritizing customer satisfaction and driving service performance through daily interactions.
  • Governance Model: Develop and maintain a governance model that includes frequency, content, and metrics, ensuring alignment with client needs.
  • Service Performance: Deliver KPIs, ensuring data integrity, performing reporting, and maintaining working relationships with clients and internal organizations.
  • Entitlement: Accurately and timely manage asset entitlement, addressing time and material billing disputes.
  • Bad Actors & Chronic Units: Identify and address hardware issues, revisiting improvements and retriips isolation working with Field.
  • Dispatch Avoidance: Eliminate dispatches through remote resolve, CIT, and First Time Fix dispatch business rule tuning improvements.
  • Customer Engineer Support: Provide general and/or account-specific support to customer engineers, addressing environmental, HDW/SW, and site-related issues.
  • Customer Profit & Loss: Manage NCR internal customer profit and loss, containing costs and improving profitability.
  • AR Invoices: Handle accounts receivable, including billing disputes and concession approvals.
  • SLA Penalties: Manage penalties assessed for SLA breaches, reconciling and avoiding future penalties.
  • Parts & Logistics: Ensure spare parts logistics are in place, proactive in resolving issues with Logistics.
  • Quality Issues: Assist in identifying and reporting quality issues, working with responsible owners to ensure resolution.
Qualifications and Education Requirements
  • Bachelor's degree or equivalent experience required.
  • Strong technical and analytical skills, preferably within the services industry.
  • Demonstrated proficiency with Microsoft Office Suite software, particularly Excel.
  • Excellent written and verbal communications skills.
  • Ability to work in a fast-paced environment, multitask, prioritize tasks, and maintain a high level of organization.
  • Ability to identify and resolve complex issues efficiently.
  • Ability to work collaboratively as part of a team.
  • Flexibility to adapt to changing priorities and requirements.
Preferred Skills
  • Experience in various industries, preferably within the services sector.
  • Background in managed services or outsourcing environments.

NCR Atleos is committed to diversity and inclusion in the workplace.

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