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AT&T Customer Care Representative - Bratislava - 2021

Bratislava, Slovakia

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accelerate

Grow your communication and customer service skills with a multi-national technology company.

"Working for AT&T has given me a lot of confidence, new friends, and a job that is very satisfying and always changing."

Kristina V — Customer Care, Central Europe

Customer Care Centre

We'll help you grow and learn new skills while you take care of a customer's product and technology needs.

Customer Care

You'll be the voice of a global company. Here is your chance to put your customer service skills to work with opportunities to expand your career.

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You Are

  • Calm under pressure
  • Solution-oriented
  • Tech savvy and open to learning
  • A clear and effective communicator
  • Helpful with a positive attitude
  • An excellent English speaker (B2-C1 level)
  • At least 18 years old
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You're
Ready To

  • Attend 4-6 weeks worth of training
  • Be flexible with schedule based on business demand (may require nights & weekends)
  • Up-sell AT&T products and services with enthusiasm and persuasion
  • Always put customers first
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You'll Bring

  • Excellent English language skills
  • Some previous customer service experience
  • Familiarity with using PC-Windows software
  • A curiosity to learn new skills
  • A calm temperament to support complex customer needs
  • A strong work ethic and a willingness to work shifts
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You Are

Male employee with headset on and smiling

You're Ready To

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You'll Bring

Locations

Join us in one of our four locations in the heart of Europe

Customer care centres are in four vibrant cities, spanning three countries, in the very heart of Central Eastern Europe! Find out a little more about each one.

Brno, Czechia

Brno is the second largest city of the Czech Republic and is popular with students and young people due to its excellent universities, culture, and nightlife. While it retains excellent transport links with Vienna and Prague it is regarded as one of the most liveable cities in Europe and boasts a quality of life and affordability that makes it a destination of choice for many people seeking an adventure in the heart of Europe.

Katowice, Poland

Katowice is the largest city in the historical Silesia region of Poland. It’s also one of the greenest, boosting an abundance of forests and parks for rest and recreation. A journey to European capitals such as Berlin and Budapest can take just a few hours and is one of the best-connected locations in Poland thanks to high-speed rail.

Bratislava, Slovakia

Bratislava is the dynamic capital of Slovakia and less than an hour from Vienna. It is surrounded by vineyards and the countryside provides perfect opportunities to explore nature. The historical old town is known for its lively bars and cafes. Local residents enjoy year-round cultural and social events, great international cuisine and all the buzz of a capital city.

Košice, Slovakia

Košice is the economic and cultural centre of eastern Slovakia and is home to several universities and boasts an abundance of museums, galleries, and theatres. Its thriving historical city centre is lined with boutiques, cafes, and restaurants. Košice is close to the mountains and is home to the second largest urban forest in central Europe for rest and recreation.

Why AT&T

Join a team that connects people with a global company.
And thanks to your incredible talents, you have the chance to help us do it.

  • Expand your
    knowledge

    What better way to learn about what we do than serving up solutions for our products? You'll also grow your customer care skills and gain exposure to U.S. customers.

  • Connect with
    customers

    Promote our products, resolve issues and find solutions that benefit both parties, all while providing a great customer experience.

  • Earn More

    Research accounts, products and services, while being able to work independently using a Windows-based PC.

  • Join tomorrow's
    workplace

    Advise customers on their financial situations and establish payment plans – experience with collections is a plus.

As a Customer Care Representative, you’ll be the voice of AT&T for the millions of customers using our services – a premiere bundle of advanced TV services, high speed internet, and digital home phone. 

We have 2 great teams within the center i.e. Collections and Technical Care and you’ll play a vital role in shaping the customer experience on general billing and payments or troubleshooting and scheduling repairs. The selection of the team depends on our current operational needs and your skills. We’re offering a chance to gain valuable experience along with access to the resources you need to make an impact on your future – and ours.

Delivering best-in-class service is just the beginning.  At AT&T, we’re dedicated to keeping our customers connected with the people, entertainment and information they care about most.  Whether you’re a fresh graduate or have experience, we have the perfect opportunity to join our growing team and find out just how far a career at AT&T can take you. 

What’s in it for you?  As an employee of AT&T you’ll be eligible for some great rewards.  Like working in an innovative workspace, team building events, competitive compensation, and health and lifestyle benefits.


To qualify, you will need to be fluent in English (B2-C1 level) and have the flexibility to work in a 24/7 environment to serve our global customer base.  Bring your ability to leave a positive impression with our customers and we’ll provide the training, tools and experience you need to develop your career.  Experience in a technical or support center is a plus but is not essential.

Key Responsibilities:
Respond to customer phone calls as the 'first line' of support for AT&T

Ensure a positive experience by providing the right customer solution

Handle a range of issues related to AT&T products & services.


Key competencies and skills:
Advanced spoken English: B2-C1 level
Logical mind-set and a passion for problem solving
Able to work in a 24/7 shift environment.
Basic knowledge of communication technology, e.g. internet, tv, phone
Good organization skills and attention to detail
The right attitude and work ethic for a fast paced team environment

Essential information:

Contract type: Unlimited

Working hours: 24/7, 8 hours shifts.

Current shift schedule is from 11.00 am to 8.00 am CET including weekends for Technical Care Team. For Collections Team from 2.00 pm to 4:00 am CET including weekends.

Start date(s): December 2021 (Collections), January and February 2022

Salary:  from e1150 p/month.  Your actual salary will be higher based on skill increments and shift working premiums; as a guide the average salary is ~e1480 p/month.  High performing employees may receive bonuses of up to ~e175 per month and all employees are eligible for a discretionary annual company bonus ~5% of base annual salary. Terms and conditions apply. Quoted numbers are pre-tax ‘gross’

Selection process: video interviews (Please get ready your camera)

Please upload your CV in English. You cannot be invited for an interview without it.




Job ID 2150142I Date posted 11/25/2021
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Benefits

Rewards designed with you in mind.

We take care of our own here (hint: that could be you). Our benefits and rewards mean we cover some of your biggest needs with some of the coolest offerings. We already think we’re a pretty great place to work. We’re just trying to rack up some bonus points.

Discretionary Performance Incentive plan based on company and business unit objectives.

Annual Bonus

Quarterly incentive bonus plan when meeting objectives available in certain business units.

Incentive
Bonus

Certain lines of work provide additional compensation for night, weekend and overtime hours.

Shift
Premiums

Opportunity to participate in savings plans that give you peace of mind.

Pension Plan

Discounts and offers on products and services from AT&T partners.

Retail
Discounts

Comprehensive paid-for job training and access to award-winning AT&T University courses.

Training
Program

Annual vacation entitlement and paid sick leave for you to rest and recover.

Leave
Entitlement

Coverage for death in service, permanent disability and hospitalization.

Group Risk
Life Insurance

Medical insurance programs that help you get the care you need. Family coverage available at additional cost.

Medical Program

Voluntary and confidential services that support employees through personal challenges.

Employee
Assistance
Program (EAP)

Volunteering, social and team building events that help you give back to your community and connect with colleagues.

Community &
Team Events

Frequently Asked Questions

We're one of the world's largest technology enabled communication companies, with a global workforce, and a significant people presence in Central Eastern Europe – Brno, Bratislava, Kosice, and Katowice. Learn more about our company at about.att.com or youtube.com/AT&T.

AT&T U-Verse, AT&T TV and DIRECTV are entertainment and communication products that form part of our digital TV, phone and internet offering to U.S consumers.

Candidates who apply and meet the qualifications for the role will be invited to complete a short video interview assessment so that we can better understand your English language skills and your aptitude to work in a customer service environment. If you pass the video interview, we will then schedule a 30-minute live interview with one of our hiring managers. We aim to notify all candidates within 3 working days.

As soon as you join the team, you’ll start your eight (8) weeks of comprehensive training delivered by our professional instructors. The training takes four (4) weeks, with training hours of 9:30am to 6:30pm CET. During the subsequent four (4) weeks you’ll be receiving your first calls with the support of your training and supervisory colleagues (1PM – 10PM) in AT&T offices. The investment cost of all training is covered by AT&T.

After your eight (8) weeks of training, you’ll be given a shift plan for the first 8-9 weeks. You will be expected to work primarily afternoon and overnight hours since we are supporting the U.S. market. You will be notified of your exact shift pattern when you start. You will work five (5) consecutive days; each shift is nine (9) hours long and includes a lunch break. We operate 21/7, including weekends.

Yes, we support virtual working based on your job performance and having the appropriate home office environment – quiet, distraction free, and fast, reliable internet access. As a business, we always reserve the right to call employees back to the office at any time to meet the needs of our customers. You should expect to spend the first 90 days of your employment in the office. Typically, your initial training period is virtual and the first two months taking calls will be in the office. After that, your supervisor will review your request, basing approval on work performance and home office requirements.

We use a range of ‘call metrics’ which includes ‘voice of the customer’ surveys and average handling time. You will receive supportive and expert coaching to help you improve and refine your approach where necessary.

The comprehensive training schedule includes regular checkpoint assessments. Unfortunately, holidays/days-off during the trial period (i.e., first 3 months) are not permitted.

The contract is full-time, with a 3-month trial ‘probation’ period and for an unlimited period. We only offer full-time employment. Typically, we will confirm your job offer – in writing – within one (1) week of the hiring decision.

If you are relocating from another country, then we will pay you an extra ~1,000 euros (gross/pre-tax) with your 1st month’s salary. This is to help towards some of the expenditure involved in relocating, such as travel and your visa application (if applicable). If you leave before 12 months of employment, then this money will be reclaimed from your last salary payment. We recommend that you consider the up-front costs of relocation before applying, typically you can expect to spend 1400-2000 euros on accommodation deposits, travel, and visa applications costs, where necessary.

We understand that relocating is a big move, so our AT&T Foreign National Team is ready to help you. Your responsibility in the process will be to gather all personal documentation, make appointments, visit the relevant government offices (e.g embassy/consulate), and complete any actions in a timely manner. In our experience, the most successful people are those who are tenacious and take responsibility for making things happen. Finally, you need to be patient with the visa application process as this can take up to 6 months, so stay focused on the great opportunity ahead!

Applicant experience

  • Status updates

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  • Check email

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    Check your email regularly for any follow-ups.

  • Interview

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    Your interview may be online. Make sure you have a strong connection and dress professionally.

One

Apply.

Two

Complete video interview as soon as you receive the invitation (within 1-2 days max).

Three

Hiring Manager interview.

Four

Job Offer and Pre-Employment Onboarding.

COVID-19

The safety of our applicants and employees is one of our top priorities. We provide personal protection protocols and equipment. We’re working to keep everyone safe, so we can keep our customers connected.

See how we're upgrading the workday in our Central Eastern Europe offices.

See how we're upgrading the workday in our Central Eastern Europe offices.

4 dôvodov, prečo je AT&T Reprezentant zákazníckeho centra skvelou kariérnou voľbou.

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