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Account Manager Bogotá
hace 2 semanas
Ubiquity Global Services is seeking an Account Manager for our Customer Service business line. This position is responsible for managing the client relationships within the global Customer Service organization.
The Account Manager is responsible for understanding the client’s expectations and goals and partnering with the various internal teams to ensure our service delivery is an outstanding experience and that we deliver to the compliance and service level timelines and agreements. This role is the client advocate and is responsible for managing client communication.
**Responsibilities**:
- Accountable for managing client accounts within the global Customer Service organization; managing communication and acting as the client’s primary point of contact.
- Fully understand a client’s brand identify, values, and short and long term goals and act as the “voice of the client”
- Partner with Operations to successfully execute according to client’s needs and expectations
- Proactively maintain regular engagement with key client contacts in line with client expectations.
- Ensure delivery of Client KPIs including day to day service levels, customer experience, quality measures and compliance measures.
- Identify valuable trends and metrics to share with client to bring increased value to their program.
- Prepare and present business reports and presentations
- Continuous identification and implementation of best practice through interaction with the wider team that improve the customer experience and company performance.
- Identify further opportunities for services and process improvements.
Knowledge, Skills, Experience:
- Previous account management or operations experience in a contact center and/or banking environment
- Strong business acumen and focus on performance excellence
- Demonstrates strong problem-solving skills and sound judgment
- Ability to recommend operational best practices and support process improvement ideation
- Dynamic interpersonal skills
- Strategic thinker
- Excellent verbal and written communication skills. Ability to present information and respond to questions to a varying levels of internal and external partners
- Stellar relationship management skills with ability to deepen relationships and build partnerships across the business and key functional support areas
- Ability to work within a high-pressure environment and maintain a positive and calm demeanor in difficult situations
- Strong organizational and time management skills
- Passion for working in a fast-paced, collaborative environment
- Adept multi-tasker with ability to quickly prioritize tasks
- Enjoys new challenges in a rapidly growing and changing environmentNwMg0WUD2O
