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Service Manger (maternity leave cover)
Place of work
Bratislava
Bratislava
Contract type
full-time
full-time
Information about the position
Job description, responsibilities and duties
Job description:
Service Manager for a Wholesale Service Management Center is responsible for escalating into a various Maintenance Centers on behalf of the customer when their circuit goes down. This position has an authority and responsibility to escalate expeditiously to resolve customer complaints. Sending timely updates of progress on a repair either by email or by phone to the customer is one of the responsibilities of SM. Works with Sales, Provisioning and Ordering team to accommodate customer’s requests and forward customer’s issues other than maintenance to the correct department. Enter the progress and status of various trouble tickets into ISmart, our internal SM tool. Partners with internal supplier teams to develop customer specific action plans to address service issues. Accountable for developing a positive customer relationship and ensure customer satisfaction. The Service Manager develops reports and leads monthly stewardship meetings with customers to review performance results and service trends of their circuit troubles and provides root cause analysis on service issues. Provides maintenance support on various critical outages on a voice and data services and tracks CNOC (centralized Network Operation Center) notifications.
Contract: maternity leave contract
Working hours: 3 shifts
Shift 1: 12:00 pm – 8:15 pm, 12:30 pm – 8:45 pm, 1:00 pm – 9:15 pm, 1:30 pm – 9:45 pm, 2:00 pm – 10:15 pm, 2:15 pm – 10:30 pm
Shift 2 : 4:45 pm – 1:00 am
Shift 3: 2 Service managers from the team rotate and work every 3rd week either from 8am - 4:15 pm or 9:00 am – 5:15 pm
24/7 Support, weekend rotational on-call with cell phone
Service Manager for a Wholesale Service Management Center is responsible for escalating into a various Maintenance Centers on behalf of the customer when their circuit goes down. This position has an authority and responsibility to escalate expeditiously to resolve customer complaints. Sending timely updates of progress on a repair either by email or by phone to the customer is one of the responsibilities of SM. Works with Sales, Provisioning and Ordering team to accommodate customer’s requests and forward customer’s issues other than maintenance to the correct department. Enter the progress and status of various trouble tickets into ISmart, our internal SM tool. Partners with internal supplier teams to develop customer specific action plans to address service issues. Accountable for developing a positive customer relationship and ensure customer satisfaction. The Service Manager develops reports and leads monthly stewardship meetings with customers to review performance results and service trends of their circuit troubles and provides root cause analysis on service issues. Provides maintenance support on various critical outages on a voice and data services and tracks CNOC (centralized Network Operation Center) notifications.
Contract: maternity leave contract
Working hours: 3 shifts
Shift 1: 12:00 pm – 8:15 pm, 12:30 pm – 8:45 pm, 1:00 pm – 9:15 pm, 1:30 pm – 9:45 pm, 2:00 pm – 10:15 pm, 2:15 pm – 10:30 pm
Shift 2 : 4:45 pm – 1:00 am
Shift 3: 2 Service managers from the team rotate and work every 3rd week either from 8am - 4:15 pm or 9:00 am – 5:15 pm
24/7 Support, weekend rotational on-call with cell phone
Requirements for the employee
Candidates with education suit the position
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)
University education (Master's degree)
Postgraduate (Doctorate)
Language skills
English - Upper intermediate (B2)
Personality requirements and skills
- MS Office advanced (Word, Outlook, Excel, Power Point)
- Good analytical skills and work ethic
- Ability to work under tight deadlines while maintaining quality output
- Advanced to fluent English language skills verbal and written
- Experience in Service Delivery and Project Management is advantageous
- Ability to work in hot operational environment
- Excellent communication skills
- Reliable, flexible, detail oriented, self-motivated, proactive and willing to take ownership
- Leads by example and demonstrates “can do” attitude
- A confident communicator with the ability to communicate effectively with customers and account team
Advertiser
Brief description of the company
Considering we’ve done some pretty impressive work around here, that’s saying something. But we couldn’t have done it without our brilliant people, and you could be one of them. With an average of two patents a day and eight Nobel Prizes to our name, it’s no wonder that for more than a century we have been defining the industry and setting the bar for innovation. This is your chance to do the same. Explore a career with AT&T.
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More good reasons to join us...
Sickness compensation plan, Private medical program, Extensive life and disability insurance
Employee discounts
Company team building events, Sports & culture
Numerous lifestyle discounts
Annual team award bonus, Special bonus for important life events
Award winning AT&T university
On-site parking
ID: 1839808
Dátum zverejnenia: 28.8.2014
2014-08-28
lokalita: Bratislava Pozícia: Administrative Worker, Official, Billing Specialist, Business Analyst, Customer Support Specialist Spoločnosť: AT&T Global Network Services Slovakia