Customer Relationship Analyst

4 semanas atrás

São Paulo, São Paulo, Brasil NCR Tempo inteiro
Sobre a NCR
NCR Corporation (NYSE: NCR) é um empresa líder no fornecimento de software e serviços nos setores financeiro, de varejo, hospitalidade, telecomunicações e tecnologia. Sediada em Atlanta, Georgia, com mais de 34.000 colaboradores e com negócios em 180 países. NCR é uma marca comercial da NCR Corporation nos Estados Unidos e em outros países.
Job Title: Customer Relationship Analyst (I)
Location: São Paulo - Virtual
Grade :08
Summary:
- Responsible for diagnosing and troubleshooting our agents' problems while maintaining a professional and friendly attitude. Needs to collect information from agents on their issues and follow up with them for additional information as needed. Customer support specialists also establish and build good agent relationships by providing high-quality customer service.
Basic Qualifications
- Work with customers to resolve tickets, following protocols
- Record and document interactions, problems, and resolutions
- Triage requests and forward to other staff where appropriate
- Update user documentation and frequently asked questions
- Help optimize our work processes
- Own and report about other related duties as assigned
- Adjust language and terminology to the needs of the customer (internal and external) in a professional manner to interpret and provide feedback for further research
- Create, review and close tickets and maintain accurate customer records
- Answer inbound calls from customers
- Provide efficient productivity and superior quality service while working in a fast-paced environment
- Make outbound calls to clients, customers, and external vendors
- Provide basic troubleshooting and ask probing questions to assist clients and service vendors while on site
- Ability to work multiple systems simultaneously
- Handle internal/external reports and status updates
- Assume special projects as required by management
EDUCATION, EXPERIENCE & REQUIREMENTS:
Higher Education Degree
- Idioms: Brazilian Portuguese (Native level), English (Advanced level)
- 1+ Experience in either one of the following areas: Financial Services, Customer Support, Sales, Information Technology (IT)
- Demonstrate independent decision-making skills
- Ability to work different shifts
- Ability to work in an environment requiring extensive chat, telephone and computer work handling multiple issues simultaneously
- Ability to work directly with other teams or departments with ease.
- Strong ability to successfully multi-task in a fast-paced environment.
- Must be able to successfully pass all applicable background screening tests.
Preferred Qualifications
1+ Experience in Sales
- Travel experience abroad
- Idioms: Spanish Advanced
- Proficiency in Google Suite
- Advanced knowledge of Spreadsheets (Google sheet, Excel)
- Understand how to deal with sensitivity information
- Flexibility to manage support and sales tasks
- Flexibility to change from support to sales in the future
As ofertas de emprego estão condicionadas à aprovação dos critérios de triagem aplicáveis a vaga.
Declaração de oportunidade de emprego igualitária
Declaração para Consultorias de Recrutamento Externo
A NCR não se responsabiliza por quaisquer taxas ou encargos associados a currículos não solicitados.

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