Customer Service Manager

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. NCR Atleos was ranked #12 in Newsweek's prestigious 2025 Top 100 Global Most Loved Workplaces list.

Title: Customer Service Manager
Location: Belgrade, Serbia
Key Responsibilities And Qualifications

• Excellent communication skillset to interface directly with external customers and internal NCR Atleos parties.
• Needs to be comfortable preparing presentations to executive level;
• High analytical skillset - must be able to isolate problems and create resolution plans; perform analysis and communicate data driven recommendations on penalty, incident reduction and margin improvement;
• Responsible for ensuring contractual obligations with the customer are met on a service request and systems basis;
• Required to maintain working relationships with all client operation and service delivery teams;
• Prepares standard and ad-hoc reports to ensure SLA and other metrics are presented accurately;
• Ensure customer data integrity for service delivery, billing and customer reporting;
• Maintain customer relations, observe customer process change, attend vendor and customer meetings when required;
• Assists Executive Service Managers and Senior Service Analysts when necessary;
• Manage client expectations and service requirements, create adaptive solutions to address specific client needs;
• Language skills: English (fluent) - required

Ključne Odgovornosti i Kvalifikacije

• Odlične komunikacione veštine radi neposrednog povezivanja sa kupcima kompanije NCR Atleos i interno;
• Komfornost u pripremi prezentacija za izvršni menadžment;
• Posedovanje visokog stepena analitičkih veština - izolovanje problema i kreiranje planova za njihovo rešavanje; analiziranje i komuniciranje preporuka zasnovanih na podacima o kaznama, smanjenju incidenata i poboljšanju marže;
• Odgovornost za ispunjavanje ugovornih obaveza prema kupcu na osnovu zahteva za uslugom i sistema;
• Održavanje profesionalnih odnosa sa svim timovima za upravljanje klijentima i pružanjem usluga;
• Priprema standardnih i ad-hoc izveštaja kako bi se osigurala tačnost prezentovanja SLA i drugih metrika;
• Obezbeđivanje integriteta podataka o klijentima radi pružanja usluga, naplate računa i izveštavanja korisnika;
• Održavanje odnosa sa kupcima, posmatranje promena u procesu vezanom za kupca, učešće na sastancima između prodavca i kupca, kada je to potrebno;
• Pružanje podrške Izvršnim menadžerima usluga i Višim analitičarima usluga, kada je to potrebno;
• Upravljanje očekivanjima klijenta i zahtevima za uslugama, kreiranje adaptivnih rešenja za ispunjavanje specifičnih potreba klijenta;
• Znanje jezika: Engleski (tečno) - obavezno, Holandski - poželjno;
• Izvršavanje i drugih odgovarajućih obaveza i zadataka u skladu sa kvalifikacijama zaposlenog i zahtevima Poslodavca.

Offers of employment are conditional upon passage of screening criteria applicable to the job.

Company Benefits

• Private Health Insurance
• Employee Referral Bonus Program
• Wellbeing Resources
• Baby Bonus
• Life, Accident & Disability Insurance
• Numerous opportunities for internal career pathing and advancement
• Discounts for employees at NCR Atleos partners

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.