Customer Service Excellence officer

About Us:

Network International is the largest Financial Technology company in Middle East and Africa. Payments is our core business where we provide services in more than 50 countries – UAE, Jordan, South Africa, Egypt are some of our key markets. Apart from payments, we provide services on Data and Insights, Lending, Insurance, Risk Solutions, etc. Our core customers are businesses at every scale and segment, though recently we are growing in direct to consumer card segment as well.

Our EVP's:

At Network International, we always stay ahead. . In the fast-paced world of financial services, we thrive on innovation, agility, and purposeful collaboration. We invest first in our people, empowering you to make bold decisions, learn fast, and grow your expertise alongside industry leaders. Here, solving complex problems means more than using cutting-edge technology; it’s about creating meaningful value for our customers, together. We foster a culture where trust, accountability, and achievement go hand in hand—because success isn’t just a goal; it’s how we work, every day, as one team.

Job Description:

Serve as the primary Account Manager and trusted point of contact for assigned banking clients, overseeing all Business-as-Usual (BAU) requests, operational inquiries, and service-related matters while ensuring timely resolution, service excellence, and client satisfaction.

Required Skills and Qualifications

- Fluency in French and English, both written and spoken.
- Bachelor’s degree in business or relevant field.
- Experience in customer relationship management, service delivery, or operational support.
- Strong understanding of Incident Management, Problem Management, and Service Management processes.
- Proficiency in Jira or similar ticket management systems.
- Excellent communication, presentation, and stakeholder management skills.
- Strong analytical, problem-solving, and organizational abilities.
- Ability to effectively manage multiple priorities in a fast-paced environment.
- Customer-focused mindset with a commitment to delivering high-quality service.

Responsibilities:

- Manage day-to-day Business-As-Usual (BAU) activities by ensuring timely and effective handling of client requests, incidents, and inquiries through Jira, email, and other communication channels.
- Monitor and manage service tickets end-to-end, coordinating with internal stakeholders to ensure adherence to service level agreements (SLAs) and prompt issue resolution.
- Maintain and update weekly escalation reports, highlighting operational challenges, risks, action plans, and resolution progress to relevant stakeholders.
- Prepare, analyze, and present monthly Service Review reports to clients, providing insights on key performance indicators (KPIs), service trends, major incidents, improvement initiatives, and overall service performance.
- Ensure compliance with Incident Management and Problem Management processes by coordinating investigations, facilitating root cause analysis, and driving corrective and preventive actions.
- Act as the primary point of contact for assigned clients regarding operational matters, service requests, escalations, and service improvement opportunities.
- Conduct and participate in regular client meetings, both onsite and virtual, to strengthen client relationships, review service performance, understand business needs, and ensure a high level of customer satisfaction.
- Provide clear, professional, and timely communication to both internal and external stakeholders regarding incidents, service updates, escalations, and ongoing initiatives.
- Identify opportunities for process improvement and contribute to projects aimed at enhancing operational efficiency, service quality, and customer experience.
- Ensure adherence to internal policies, operational procedures, regulatory requirements, and quality standards.

Network International is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds, nationalities, and experience levels. We are committed to creating an inclusive workplace where innovation, diversity, and performance thrive.