Full TimeENMiddle East
About NCR Atleos
NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.
Job Title: Service Planner
Location: Giza, Egypt
Job Summary
We are seeking a highly organized and proactive Service Coordinator to manage inbound and outbound calls while supporting Service Request (SR) operations across the Gulf territory.
The ideal candidate is a strong multitasker who can handle high call volumes, coordinate service activities, and ensure timely communication between internal teams and stakeholders.
Key Responsibilities
Handle inbound and outbound calls professionally, ensuring high-quality customer interactions
Manage and process Service Requests (SRs) including:
Reassignments
ETA updates and adjustments
Cancellations
Territory changes
Complete SRs on behalf of Customer Engineers (CEs)
Maintain accurate documentation in Public Notes for all SR actions
Provide timely updates on inquiries, escalations, and service status
Coordinate via email, Skype/Lync, and internal communication tools
Monitor and address aged calls and out-of-process cases
Perform escalation management and suppression
Oversee premium freight usage and service efficiency
Track and support utilization (labor, parts, freight)
Collaborate with Services and Enablement teams
Conduct regular reviews of territory needs and service performance
Identify process improvements and provide feedback
Support Gulf operations and perform additional tasks as required
Requirements
🔹 Communication Skills
Strong verbal and written communication skills
Ability to confidently handle high-volume inbound & outbound calls
Professional email and chat communication skills
🔹 Experience
Previous experience in:
Call center, customer service, or service coordination roles
Experience managing multiple tasks and service requests simultaneously
🔹 Core Skills
Excellent multitasking and time management abilities
Strong organizational and coordination skills
Ability to work effectively under pressure in a fast-paced environment
Analytical and problem-solving mindset
High attention to detail
🔹 Technical Skills
Experience using ticketing or Service Request systems
Proficiency in MS Office tools
Familiarity with communication platforms (Skype, Teams, etc.)
🔹 Personal Attributes
Customer-focused with a professional attitude
Strong sense of ownership and accountability
Team player with cross-functional collaboration skills
Flexible and adaptable to changing priorities
Work Conditions
5 working days per week
2 days off (rotational)
Rotational shifts may apply
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Offers of employment are conditional upon passage of screening criteria applicable to the job.
EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.
