Service Quality Executive
21 hours ago
Role Description
The Service Account Manager plays a vital role in fostering strong relationships with key clients at EURONET TECHNOLOGY SERVICES, INC. This position requires an individual who can effectively manage multiple responsibilities while maintaining exceptional service quality.
Key Responsibilities
- Regularly communicate with customers to understand their needs and expectations.
- Maintain high uptime levels as agreed upon with the bank, minimizing penalties and recoveries due to service lapses.
- Coordinate periodic reporting with the bank and internal stakeholders to ensure seamless operations.
- Identify and address any issues or bad actors within the portfolio, taking corrective actions as needed.
- Conduct reviews with major FLM/SLM partners to ensure adherence to SLA TAT.
- Respond promptly to customer inquiries and track issues until resolution.
- Collaborate with internal departments to review progress on agreed deliverables.
- Effective cash management is critical, ensuring timely clearing of EN invoices and bridging any gaps that may delay the payout cycle.
- Pursue additional business opportunities by leveraging existing relationships.
- Participate in Services Review Calls with customers and internal stakeholders to gather feedback.
- Maintain a comprehensive customer issues tracker covering ongoing and pending items.
- Prepare monthly presentations internally and externally to showcase service levels.
- Demonstrate flexibility by engaging in work outside regular hours when necessary.
- Drive customer projects in collaboration with internal teams.
- Travel periodically to meet with internal teams and customers.
- Develop technical knowledge of ATM & Switching Operations.
- Proactively seek ways to improve services and generate new business opportunities.
- Engage with senior-level customers to build strong relationships.
Essential Skills and Qualifications
- A minimum of 7-10 years of experience in customer support.
- Proficiency in Excel and presentation skills.
- An MBA or equivalent qualification is preferred.
- A minimum of 2 years of experience leading or managing a team.
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