蚌埠招聘

Position name: Service Coordinator （要求精通广东话，有CALL CENTER工作经验）
Position Description
The Call Management Service Coordinator (SC) is responsible for the proactive planning of all incoming work order allocations received within a specific geographic territory or Customer responsibility. The SC is also responsible for ensuring that all available resources are effectively utilized and predefined service levels are consistently achieved and contractual agreements met.
The primary function of the SC is to support the activities of the Customer Engineers (CEs) assigned to him or her or within a particular geographic region or territory. The SC′s plan, prioritize, assign, and monitor all open work orders for CEs. Additionally, the higher levels may be required to perform escalation management activities which provide end to end tracking for both field and customer.
Education and Experience Requirements
? One to two years experience in the area of Customer Service and Support preferred
? Basic PC literacy
? Keyboard proficiency
? Understanding of geographical areas and ability to utilize mapping tools for assigning work orders
? Understanding of Windows-based applications/tools
? Relationship building skills
? Excellent communication skills, verbal and written as well as listening skills
Key Areas of Responsibility
The main duties of the Service Coordinator include the following:
? Accept ownership of work orders routed to CALL MANAGEMENT
? Proactive planning, prioritizing, and assigning all outstanding work order tasks for Customer Engineers, ensuring the prompt delivery of service to meet our contractual terms and conditions
? Monitoring and controlling all outstanding work orders within specific geographical areas as assigned including resources and parts.
? Identifying and escalating to the Team Leader or the Territory Manager, or the correct person, any situation that will cause a work order to exceed the specific contractual response or fix time.
? Working with other Service Coordinators when the movement of engineers across territory boundaries is necessary to fill any skill or resource shortfall.
? Performing predefined start and end of day processes within the CALL MANAGEMENT.
? Recording any requested information for customer complaints referred by any outside source and managing escalations as defined.
? Maintaining effective and timely communication with engineers, obtaining regular progress updates for outstanding work orders, and handling all messages that are required to be transmitted to CEs within the territory.
? Providing a central point of communication for engineers and handling any incoming telephone messages that may require to be transmitted to the engineers within the territory.
? Utilizing information provided by Territory Managers to maintain the current duty roster/CE schedule, record all incidents relating to CE availability, sickness, holidays, and planned work commitments. Regularly inspecting any holiday and absence tools used by the Territory Managers.
? Escalating to the team leader and territory manager when available CE resource levels fall below the determined specified limit and reporting daily records regarding CE availability and workload.
? Ensuring the correct and timely closure and completion of all work orders
? At call closure, verifying entitlement of the correct serial number for the device being repaired, and ensuring correct bill type is included in each call to ensure that all cash and charge revenues are billed, except where automatic closure by the CE is available.
? Provide parts management/coordination (working with Logistics for SLA’S) as assigned
Scope
Proactively plans, prioritizes, and assigns all outstanding work order tasks for Customer Engineers and ensures the prompt delivery of service to meet our contractual terms and conditions
Work Environment
? The work environment may require rotation in work hours, weekend or holiday hours, and/or extended hours, as needed, to accommodate 7 X 24 operations
? The position involves prolonged periods of PC and telephone usage.
? The Service Coordinator is accountable for continuously receiving and handling high volumes of work orders
? The Service Coordinator works in a team environment and interacts with multiple internal customers.

NCR 公司（纽约证券交易所股票代码为NCR）位列世界财富500 强，成立于1884 年，总部位于美国乔治亚州的德卢斯市，全球员工 22,000 人，是一家全球性技术公司，是全球自动柜员机、自助结帐系统以及其他自助和辅助服务解决方案的领导厂商，在100 多个国家和地区有1100 多个分公司，拥有30 多个研究开发中心和5 个生产基地，中国的北京工厂、匈牙利的布达佩斯工厂和印度的本地治里（Pondicherry）工厂, 美国佐治亚州哥伦布市工厂以及巴西玛瑙斯市工厂。年营业额50 亿美元，业务遍及世界 100 多个国家和地区。

NCR 拥有 130 年的经验，引领全球实现业务关联、互动和交易处理。NCR 的辅助及自助服务解决方案和全方位支持服务满足金融、零售、旅游、酒店、娱乐、博彩、公共机构、电信运营商和设备组织等各行业需求。如今我们已拥有 2,000 多项专利，有 1,000 多项专利正在申请中，而且我们先进的工程实验室还在不断研究下一代的客户互动解决方案。

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