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Join a multi-national company and
Service Manager / Maternity leave cover - contract /
Place of work
CBC center, Bratislava
CBC center, Bratislava
Contract type
full-time
full-time
Information about the position
Job description, responsibilities and duties
Location: CBC center, Bratislava
Working hours: EMEA working hours
The Service Manager (SM) ensures that AT&T products and services are supported to operational contractual commitments and service level agreements, on behalf of designated global strategic MNC’s. The SM 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 also builds similar relationships within AT&T and other service provider groups to ensure that people within these groups understand and respond to SM requirements.
Roles and responsibilities:
Working hours: EMEA working hours
The Service Manager (SM) ensures that AT&T products and services are supported to operational contractual commitments and service level agreements, on behalf of designated global strategic MNC’s. The SM 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 also builds similar relationships within AT&T and other service provider groups to ensure that people within these groups understand and respond to SM requirements.
Roles and responsibilities:
- Frequent communications with the customer and internally
- Business Escalation Point
- Regular stewardship reviews to discuss maintenance, provisioning and billing aspects.
- Awareness of customers service performance,
- Develop and drive service improvement action plans. Monitoring of conformance to Service Levels
- Good knowledge of operational support models in place
- Expectation management
- Report facilitator and present key messages
- Change Management relating to customer MACDs
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 - Advanced (C1)
Personality requirements and skills
- Excellent command of English, both verbal and written
- Previous working experience in customer services and or the IT Telco industry is welcome
- Ability to work under pressure and when required outside business hours.
- Proactive approach to avoid issues and risks.
- Understanding of your customers network and any critical business usage to enable fact based decision-making by yourself and the organization during problem management.
- Good technical background or experience : IT knowledge, networking
- Good technical skill in Telecommunication.
- Good knowledge of office tools (Excel, Word, PowerPoint)
- Basic knowledge of financial terminology, contracts, invoicing, Service Level Agreements
- Good interpersonal skills : Empathy ; Respectfulness ; Ability to initiate corrective action; persuasive and diplomatic
- Ability to multitask in a complex environment and deliver to timescales.
- Pragmatic, lateral thinking and problem solving skills. Analytical and resourceful.
- Understanding of geographical and cultural, human and business differences.
- Good presentation skills
- 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.
Contact
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: 2907942
Dátum zverejnenia: 10.2.2017
2017-02-10
lokalita: Bratislava Pozícia: IT Project Manager Spoločnosť: AT&T Global Network Services Slovakia