Mercy Iloelunachi

Customer Care Agent at NCR

• Nigeria
• My current job since July 2013

My primary responsibility as Customer Care Agent (CCA) is to work directly with customers in their local language, answering their calls, determining entitlement, documenting their requests for service, and transferring the work order to the center responsible for resolution. As the customer’s initial point of contact for incident resolution, I listen/Read carefully, actively and attentively to accurately capture the customer’s information and description of the problem. Once these data are recorded using NCR’s desktop tool (D1), the I determines whether the call can be resolved remotely or not:
• If the call can be resolved remotely, the CCA places the call in the queue for the TSSs.
• If the call requires on-site action by a CE, the CCA sends the call to the Field Support Center for dispatch.
Additional Responsibilities:
• Maintain a positive attitude
• Be professional
• Demonstrate good communication skill
• Contribute as a team member
• Actively develop job-Related skill
• Deliver customer service following NCR’s Shared Values