NCR Customer Experience Representative (Spanish speakers) in Belgrade, Serbia

Title : Customer Experience Representative (Spanish speakers) Location : Belgrade, Serbia

NCR Corporation (NYSE: NCR) is the global leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With its software, hardware, and portfolio of services, NCR enables nearly 700 million transactions daily across retail, financial, travel, hospitality, telecom and technology, and small business. NCR solutions run the everyday transactions that make your life easier. NCR is headquartered in Atlanta, Georgia, with approximately 29,000 employees and does business in 180 countries.

Role Summary:

This position reports into the Marketing Operations organization. Representatives are responsible for interacting with customers through inbound and outbound channels, including phone, chat, social and web, to create positive experiences. Representatives will collect information to support sales, answer customer questions and help solve customer problems/issues.

Key areas of responsibility:

  • Act as customer experience representative for inbound 1-800-CALL-NCR sales options

  • Respond to web chats on NCR.com and MyNCR.com

  • Answer customer questions and collect more information from customer to further assist with sales process

  • Log inbound leads and information collected in Salesforce

  • Make outbound calls to marketing leads and collect and log information

  • Determine if leads are qualified to pass to sales or if they should be returned to marketing nurture pathway

  • Responsible for inbound questions, issue management escalated from sales and customers on supported sales tools

  • Develop and maintain proficiency on assigned supported sales tools, web portals and processes

  • Develop proficiency of best practices and basic problems that a user may experience

  • Monitor and ownership of chat tool questions, email inbox and respond to requests, ensuring closures, classification of inquiries, and escalation management until resolution

  • Candidates with multi-lingual skills will assist in review customer requests in their native language plus assist in review of technical and customer communications in native language

  • Must be flexible for either 1st or 2nd Belgrade Shifts; on occasion, there will be limited 3rd shift work to cover exception situations and holiday coverage (remote work shift will be allowed for these exceptions)

    Basic Qualifications:

  • Associate’s Degree

  • Fluency inEnglish and Spanish, reading, writing and speaking skills

  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)

  • Positive attitude and ability maintain composure while dealing with upset customers

  • Excellent listener

  • Ability to multi-task and log information while speaking with customers over the phone or electronically

  • Self-starter, works collaboratively across multiple disciplines and organizations

  • Has ability to think conceptually and is a resourceful problem solver

  • Strong work ethic and ability to multi-task and manage competing priorities

    Preferred Qualifications:

  • Bachelor’s Degree preferred

  • 4 years of experience in a Customer Service/Support environment

  • 2-4 years of NCR related experience in a call center in Belgrade

  • Multi-Lingual skill is preferred in one or more of the following languages: French, German, Italian, and/or Japanese

  • Business Acumen/Analytical Skills

    EEO Statement

    Integrated into our shared values is NCR’s commitment to diversity. 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. NCR does not discriminate in employment based on sex, age, race, color, creed, religion, national origin, disability, sexual orientation, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. 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.

Job Marketing

Title: Customer Experience Representative (Spanish speakers)

Location: Serbia-Belgrade

Requisition ID: 0067632_P0226423