1+ months

Sr. Specialist Customer Resolutions

Bratislava, Bratislavský kraj 811 06
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The Customer Service Manager is required to ensure that AT&T products and services are supported to operational contractual commitments and service level agreements, on behalf of designated global strategic MNCs.

He has overall ownership of the Customer Service Experience (customer satisfaction) and builds relationships of trust and integrity with designated customers by demonstrating a comprehensive understanding both of the customers business requirements and the AT&T products and services that are used to support these requirements.


The SM builds and maintains relationships within AT&T and other service provider groups to ensure that people within these groups understand and respond to Client and SM requests and requirements.

Point of Client escalation

Point of internal escalation and enquiry

Supporting across Assurance, Delivery and Billing

All products and services including IS and 3rd party

Providing Client facing reports

Analysis and recommendations based on available data/reports

Including capacity management, site resiliency

Creating and managing Service Improvement Plans

Maintaining customer specific Service Guides

Participation/Leadership on Client calls

Regular monthly/quarterly governance calls/meetings (i.e. Stewardship)


Required Skills:

At least 4 years experience in a global network service role, of which at least 2 years with a customer facing role.

High level skills in Microsoft Excel and database best practices.

Excellent presentation skills

Proactive approach to issue and risk prevention.

Good understanding of the AT&T Business portfolio and technology.

Familiar with financial terminology, contracts, invoicing, Service Level Agreements.

Ability to work under pressure and when required outside business hours.

Excellent interpersonal skills: Empathy, Respectfulness.

Ability to lead corrective action teams demonstrating persuasive and diplomatic skills.

Ability to multitask in a complex environment and deliver to timescales.

Pragmatic, lateral thinking and problem-solving skills. Analytical and resourceful.

Understanding of geographical cultural, human, and business differences.

Sufficient seniority to interact at senior levels within an organization.

Ability to work in isolation and on own initiative in highly pressured situations.

Sales or Project Management experience is an advantage.

Cisco IOS knowledge and experience is an advantage.

PowerBI experience is an advantage.


Education:

Any certification or qualification in support of the competencies above would be an advantage.


Location: Bratislava, Slovakia

Working hours: US shifts, approx. 2.00pm-10.30pm (allowing flexibility)

Contract: Unlimited


Salary from 2080 brutto per month. Actual salary is likely to be higher based on skills, knowledge and experience.
We expect employees to be honest, trustworthy, and operate with integrity. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status.
Posted: 2021-07-01 Expires: 2021-08-29
Sponsored by:
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Sr. Specialist Customer Resolutions

AT&T
Bratislava, Bratislavský kraj 811 06

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