Monitors, analyzes and manages resolution of service delivery issues to ensure achievement of contracted service levels and post-processing of service requests. Serves as a single point of contact for customers in terms of issue resolution and escalations. Engages with internal service, product, sales and other teams to ensure an integrated and coordinated approach to issue analysis and resolution.
- Receives and investigates quality control incidents and complaints via a call center ticketing process.
- Investigates, troubleshoots and diagnoses standard / routine problems.
- Collaborates with product team members to determine the course of action on product quality incidents and complaints.
- Escalates complex problems through the standard escalation process.
- Regularly informs customers of resolution status and progress, updating documentation as required.
- Provides support, communication and tracking of product removals, recalls and withdrawals.
- Responsible for ensuring that established KPIs are achieved.
- Proactively monitors open calls to ensure fulfillment of contracted SLA agreements, taking remedial action when tickets go 'out of contract'.
- Updates call history on the call management system and notifies customers about potential issues.
- Responds to customer requests on ticket status and other concerns.
Required Qualifications
- Education or equivalent work experience required.
- Minimum of 2-4 years of relevant experience or equivalent combination of education and experience in Call Management.
- Good business English skills (Written and spoken).
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Why should you join Diebold Nixdorf?
Brightest minds + technology and innovation + business transformation The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.
–Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.
** To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes**
We are a global Company operating in multiple Locations and Entities. As we are keen to find the best solution for our candidates several legal entities might be applicable for a Job offer. A List of our operating entities can be found here - https://www.dieboldnixdorf.com/en-us/about-us/global-locations