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US Service Manager / Fixed term contract - maternity leave cover /


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Job Details

Company AT&T

Job Title US Service Manager / Fixed term contract - maternity leave cover /

Jobid att4-4222343

Location: USA

Description Location: CBC center, Bratislava

Working hours: US time / 2pm - 10:30 pm /

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

**Key Competencies 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.

**Education and Qualifications:**

University degree (master or upper)

**Additional Information:**

Candidates are expected to work US hours (2:00 PM - 10:30 PM)

Fixed term contract - maternity leave cover

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