Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role. Hindi and English Voice support role, must have Native Bilingual profeciancy in Noth indian hindi without hyderabadi influence.
The Incident Resolution Management Agent is responsible for the resolution of service requests and associated services issues for nominated customer/s in ‘real-time’. This includes proactively monitoring of open tickets to ensure achievement of contracted service levels. Post-processing of service requests by documenting individual services/agreements and verification of debriefing information.
You are responsible for
Customer Relationship (external as well as internal) - Guide customer according to solution trees and knowledge base to solve incidents and service requests (e.g. Password resets, SW configuration, etc.). If not successful inform the customer about next steps.
Operational Deliverables and Contribution - Answer inbound customer calls, including a detailed recording of the issue according to defined processes. To proactively monitor systems in order to pre-empt customer issues and calls, to ensure high levels of customer satisfaction with individual calls.
Processes and Improvements - Observe technical or process problems at all times, Proactively inform Line Manager about potential problems and suggest improvement action.
Knowledge Management Ability to deal with difficult callers - Usage of available solution trees and Knowledgebase to resolve tickets and advise the customer on appropriate actions on the phone.
Customer Relationship (external as well as internal).
Operational Deliverables and Contribution Processes and Improvements.
Knowledge Management Critical thinking and evaluation to manage open cases end to end with various stakeholders.
Extended strength in communication, teamwork, processes and customer orientation, especially friendly and kind behavior on the phone.
Strong service orientation and a very good understanding of processes and their interdependencies.
Good understanding of the related customer processes and work environment.
Good knowledge of and experience in using the relevant tools and procedures.
Native Speaker quality in required local language/primary language.
Good English language skills (written and verbal)
Experience in using MS Office products.
Basic ITIL skills.
Knowledge in Banking and Retail industry preferred.
Willingness to work in shift models (24/7), based on customer requirements.
< 5 years of experience in a Service Customer Care environment.
Ideally professional education in service or process-oriented profession.
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, age, marital status, veteran status, or disability status.
Areas of InterestCustomer Service
Remote - Work from HomeNo