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 Description
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
