About the Role
Key Areas of Responsibilities:
Please note that every account works slightly differently and does not all provide the same services. Not all of them give quotes to the engineers who process the requests or manage the billing side.
Quotes
Provide the customer with a quote for a potential event using the information the customer provided about the project.
Request processing
After receiving a job request from the customer, validate and process the request, create a Service Request Form to request an engineer, and create an entry in the relevant tracker database/spreadsheet.
Securing engineers
Liaise with the schedulers in the countries where the events occur to ensure an engineer gets assigned to the jobs. Manage the availability issues, try to re-schedule events with the customers or escalate the problem to the relevant people within NCR.
Confirming the event
Before each event, ensure the customer knows the details of the engineer who will attend the site. Ensure the relevant documentation and contacts have been forwarded to the engineer.
Contact for engineers
It is available for the engineer and the customer on the day of the event. Assist the engineer with any query or issue and liaise with the customer.
Call the engineer after the event to ensure everything runs smoothly and report any issue to the customer.
Closure / Pick up requests
Get the closure details (time spent on site, travel time, number of trips, additional costs) from the engineer or the country scheduler. When equipment gets de-installed, arrange the collection of the equipment by courier service.
Billing
From the closure details, you will play a significant role in using a pricing matrix to calculate how much the customer should be billed for each event. You will also be involved in billing reviews with the customer, highlighting the trust and responsibility we place in you.
Requirements
Will need to be highly personable and have first-class communication skills.
Highly organized.
Must be computer-literate in all MS Office applications, in particular Excel.
Must have experience in a customer service environment.
Will need to be capable of working within very tight deadlines.
Will need to be an effective problem solver.
Will have good organizational skills and be able to work well both independently and within a team.
About the Company
NCR