Service Planner - Gulf

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
  

#LI-ES2

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.