Customer Operations Lead

5 months ago

Kuala Lumpur, Malaysia NCR Corporation Full time

Customer Operations Lead

**About NCR** **VOYIX**

NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.

Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world's leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers' technology systems.

Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals - from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today's competitive landscape.

Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small - from the best-known brands around the world to your local favorite around the corner.

**Key Responsibilities**:

- Proficiency in English and Japanese (both verbal and written) is essential, as the role requires effective communication with our Japanese-speaking partners and clients
- Responsible for the overall quality of service and performance of NCR Voyix's Services Offering (including Support, Field Services, Parts and Logistics Services)
- Ensuring the relevant systems, methodologies and procedures are in place to achieve NCR Voyix's contractual agreements
- Owner of the Incident, Request, Change and Escalation and Continuous Improvement processes
- Assist with support of issues regarding service delivery such as missed SLAs, recurring hardware problems or excessive downtime, parts-related service issues, service entitlements, access to NCR Voyix systems, assist with invoicing and out-of-scope T&M billing
- Tracking of all service performance metrics
- Analyse and report on key Support metrics based on agreed SLA's
- Provision of accurate and timely reports and information as per agreed cadence
- Developing a strong understanding of customer changes that may impact on NCR Voyix's Service performance
- Driving internal and customer meeting governances
- Be the primary first point-of-contact for the customer relating to service delivery matters
- Be an ambassador for NCR Voyix, working closely with the customer to provide effective communication on service delivery matters and building relationships to ensure effective dialogue between teams

**Qualifications**:

- Bachelor's degree or relevant industry experience highly regarded
- 5+ years of related experience essential
- Extensive Service Delivery experience essential
- Managed Services experience highly desirable
- Demonstrated proficiencies in the Microsoft Office Suite

Offers of employment are conditional upon passage of screening criteria applicable to the job

**EEO Statement**

Integrated into our shared values is NCR Voyix's commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.

**Statement to Third Party Agencies**
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes

Job ID R0143682

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