Customer Relationship Analyst

Customer Relationship Analyst (I) page is loaded

Customer Relationship Analyst (I)

Apply locations BRAZIL VIRTUAL, BRA time type Full time posted on Posted 30+ Days Ago job requisition id R0137603

Sobre a NCR

A NCR Corporation (NYSE: NCR) é líder na transformação, conexão e execução de plataformas de tecnologia para bancos, lojas e restaurantes autogerenciados. A NCR está sediada em Atlanta, Geórgia, com 38.000 funcionários em todo o mundo. NCR é uma marca comercial da NCR Corporation nos Estados Unidos e em outros países.

Title: Customer Relationship Analyst (I)

Location: Brasil (Virtual)

Grade: 08

Customer Relationship Analyst presents products to our new agents, establish and build good agent relationships by providing high-quality customer service and is also responsible for diagnosing and troubleshooting our agents' problems while maintaining a professional, empathic and friendly attitude. Needs to collect information from agents on their issues and follow up with them for additional information as needed.

Tasks:

- Present the system and products to future and current agents

- Answer new agent questions about credit terms, products and prices

- Onboard new agents

- Answer inbound calls from customers and agents

- Make weekly outbound follow-up calls to the active agents

- Record and document interactions, problems, and resolutions

- Triage requests and forward to other staff where appropriate

- Work with customers to resolve tickets following protocols

- Update user documentation and frequently asked questions

- Help optimize our work processes

- Own and report about other related duties as assigned

- Keep good rapport with current and future agents

- Adjust language and terminology to the needs of the customer in a professional manner to interpret and provide feedback for further research

- Create, review and close tickets and maintain accurate customer records

- Provide efficient productivity and superior quality service while working in a fast-paced environment

- Provide basic troubleshooting and ask probing questions to assist agents

- Handle internal/external reports and status updates

- Assume special projects as required by management

EDUCATION, EXPERIENCE & REQUIREMENTS:  

Basic Qualifications  

• 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 
• Stong Interpersonal communication skills
• Ability to effectively communicate with customers from various social levels and cultural backgrounds
• 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. 
• Ability to deal with ambiguity, work independently and overcome obstacles
• 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 
• Flexibility to manage support and sales related tasks 
• Flexibility to change from support to sales in a near future
• Proficiency in Google Suite
• Experience selling services (financial preferred) into retail organizations.
• Understand how to deal with sensitivity information 
• Advanced knowledge of Spreadsheets (Google sheet, Excel) 
• Language: Spanish Advanced

As ofertas de emprego estão condicionadas à aprovação dos critérios de triagem aplicáveis a vaga.

Declaração de oportunidade de emprego igualitária

Integrado aos nossos valores compartilhados está o compromisso da NCR com a diversidade e a igualdade de oportunidades de emprego. Todos os candidatos qualificados são considerados aptos a ocupar a vaga, independentemente de sexo, idade, raça, cor, credo, religião, nacionalidade, deficiência, orientação sexual, identidade de gênero, serviço militar, informações genéticas ou qualquer outra característica ou conduta protegida por lei. A NCR está comprometida em ser uma empresa globalmente inclusiva, onde todas as pessoas são tratadas de maneira justa, reconhecidas por sua individualidade, promovidas com base no desempenho e incentivadas a se esforçar para alcançar o máximo do seu potencial. Devemos entender e respeitar as diferenças entre todas as pessoas. Cada indivíduo da NCR é responsável por isso e por apoiar um ambiente globalmente diverso.

Declaração para Consultorias de Recrutamento Externo

Para TODAS as consultorias de recrutamento: a NCR só aceita currículos de consultorias listadas como fornecedores. Não encaminhe currículos para o nosso sistema de rastreamento de candidatos, colaboradores ou qualquer instalação da NCR.

A NCR não se responsabiliza por quaisquer taxas ou encargos associados a currículos não solicitados.

About Us

Help us run the world's top brands.

At NCR , you’ll have meaningful and relevant work experiences, opportunities to learn and make a real contribution. Every day we build on our 130+ year history to transform, connect and run our customers' technology platforms.

A career here means embracing our innovative culture and shared values , always seeking new adventures and carving your own path.