Call Management Coordinator

Posted Yesterday
Be an Early Applicant
2 Locations
In-Office
Mid level
eCommerce • Fintech • Information Technology • Software
The Role
Manage and resolve service delivery issues via call center ticketing, act as customer escalation point, collaborate with product/sales teams, monitor SLAs/KPIs, and track recalls and call history until resolution.
Summary Generated by Built In
Monitors, analyzes and manages resolution of service delivery issues to ensure achievement of contracted service levels and post-processing of service requests. Serves as a single point of contact for customers in terms of issue resolution and escalations. Engages with internal service, product, sales and other teams to ensure an integrated and coordinated approach to issue analysis and resolution. Responsibilities
  • Receives and investigates quality control incidents and complaints via a call center ticketing process.
  • Investigates, troubleshoots and diagnoses standard / routine problems.
  • Collaborates with product team members to determine the course of action on product quality incidents and complaints.
  • Escalates complex problems through the standard escalation process.
  • Regularly informs customers of resolution status and progress, updating documentation as required.
  • Provides support, communication and tracking of product removals, recalls and withdrawals.
  • Responsible for ensuring that established KPIs are achieved.
  • Proactively monitors open calls to ensure fulfillment of contracted SLA agreements, taking remedial action when tickets go 'out of contract'.
  • Updates call history on the call management system and notifies customers about potential issues.
  • Responds to customer requests on ticket status and other concerns. Qualifications

    Required Qualifications

  • Education or equivalent work experience required.
  • Minimum of 2-4 years of relevant experience or equivalent combination of education and experience in Call Management.
  • Good business English skills (Written and spoken). About Us

    Why should you join Diebold Nixdorf?

    Brightest minds + technology and innovation + business transformation  The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.

    –Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.

    ** To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes**

    We are a global Company operating in multiple Locations and Entities. As we are keen to find the best solution for our candidates several legal entities might be applicable for a Job offer. A List of our operating entities can be found here - https://www.dieboldnixdorf.com/en-us/about-us/global-locations


  • Skills Required

    • Education or equivalent work experience
    • 2-4 years relevant experience in Call Management
    • Good business English skills (written and spoken)

    Diebold Nixdorf Compensation & Benefits Highlights

    The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Diebold Nixdorf and has not been reviewed or approved by Diebold Nixdorf.

    • Healthcare Strength Feedback suggests core coverage includes medical, dental, vision, HSA/FSA options and mental-health support as part of a comprehensive package. Life and disability insurance are also included.
    • Leave & Time Off Breadth Feedback suggests access to PTO, paid holidays, and sick time, along with parental/family leave. Adoption assistance is also noted among leave-related supports.
    • Wellbeing & Lifestyle Benefits Feedback suggests certain roles include practical perks like a company vehicle, alongside programs such as tuition reimbursement and employee assistance. Wellness initiatives and some flexible work options are part of the overall package.

    Diebold Nixdorf Insights

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    The Company
    HQ: Hudson, OH
    16,325 Employees

    What We Do

    Consumer behavior is changing rapidly; people are empowered, connected and expect an unprecedented level of service and convenience. Simultaneously, the financial and retail industries we operate in are converging as mobile, contactless tech, smart data and advanced analytics blur the lines. The world is “always on” – it’s a digital era that requires us to orchestrate touchpoints in ways that meet and exceed the 24/7 automation needs of the banking and retail worlds. We’re the world leader in connected commerce, with proven expertise and comprehensive portfolios in cutting-edge product technology, multi-vendor software and service excellence for both financial and retail customers. Diebold Nixdorf employs approximately 22,000 employees in more than 130 countries around the world. We are publicly traded on the New York Stock Exchange under the symbol “DBD.” Specialties: financial and retail self-service solutions, services, security solutions, software, cash management, branch and store transformation

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