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Join a multi-national company and
Global Service Management - Service Manager - reactive support
Place of work
CBC I, Karadzicova 8/A, Bratislava
CBC I, Karadzicova 8/A, Bratislava
Contract type
full-time
full-time
Start date
asap or upon agreement
asap or upon agreement
Wage (gross)
motivating, depends on experience
motivating, depends on experience
Information about the position
Job description, responsibilities and duties
Location: CBC, Karadzicova 8/A, Bratislava
Working hours: US time (afternoon shifts)
The Service Manager provides a consistent interface to our key customers for all elements of the service and ensures that actions are taken within AT&T to drive improved customer satisfaction. This Service Manager position will be managing a high number of designated global strategic MNCs, however the role has been adapted to be primarily reactive in content, allowing this team of particular Service Managers to support an increased volume of accounts. The SM is still be expected to establish strong relationships with designated customers, encouraging them to use our standard engagement procedures at all times and the SM will work with other AT&T teams to drive all customer issues to completion and to increase customer satisfaction.
Key aspects of the role include:
Working hours: US time (afternoon shifts)
The Service Manager provides a consistent interface to our key customers for all elements of the service and ensures that actions are taken within AT&T to drive improved customer satisfaction. This Service Manager position will be managing a high number of designated global strategic MNCs, however the role has been adapted to be primarily reactive in content, allowing this team of particular Service Managers to support an increased volume of accounts. The SM is still be expected to establish strong relationships with designated customers, encouraging them to use our standard engagement procedures at all times and the SM will work with other AT&T teams to drive all customer issues to completion and to increase customer satisfaction.
Key aspects of the role include:
- Communicating with our customers and internal functions as required
- Taking ownership of escalated issues and pushing for resolution
- Customer contact and escalation point for maintenance, provisioning and billing aspects of our service
- Providing assistance in AT&T revenue management
- Understanding and having a clear working knowledge of AT&T operational support models and how to utilize them is support of Customer issues.
- Ability to work under pressure and to consistently demonstrate high levels of Customer focus and commitment.
- Achieving a good understanding of your Customers, their network and any critical business usage.
- Please note: these roles are to support AT&T Customers located in our CCLA/US region and will therefore require working US East Coast hours – precise hours to be discussed at intervie
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
- Fluency in English – written and verbal – is key
- Spanish or Portuguese language abilities, at any fluency levels would be very beneficial
- Min. 2 years of previous working experience, ideally from multinational company
- Previous experience of dealing directly with Customers – Customer facing experience
- Clear and authoritative presentation and communication skills – key when speaking with Customers and when leading calls with multiple parties.
- Strong interpersonal skills – able to engage and work with many other teams and functions
- Ability to multitask in a complex environment and always deliver to timescales.
- Technical awareness/knowledge MPLS ie. AVPN/EVPN and other portfolio products
- Good knowledge of office tools (Excel, Word, PowerPoint)
- Pragmatic, lateral thinking and problem solving skills. Analytical and resourceful.
- Understanding of geographical and cultural, human and business differences.
- Ability to work in isolation and on own initiative in highly pressured situations.
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: 2108091
Dátum zverejnenia: 12.6.2015
2015-06-12
lokalita: Bratislava Pozícia: Administrative Worker, Official, Customer Support Specialist, Marketing Specialist, Process Manager, Project Manager Spoločnosť: AT&T Global Network Services Slovakia
Základná zložka mzdy (brutto) a ďalšie odmeny: motivating, depends on experience