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Service Manager (Desk Based)

Bratislava , Slovakia

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Location: Aupark center, Bratislava, Slovakia
Working hours: EMEA with expected flexibility outside of core hours when and if needed due to nature of the role.

The role of the Service Manager (Desk Based) within the Global Service Management Organization will provide a consistent interface to our key customers for all elements of the service delivered. This position ensures that AT&T products and services are supported to operational contractual commitments and service level agreements, on behalf of designated global strategic partners.
The selected candidate will establish and maintain strong relationships with designated customers, and AT&T Customer Service functions and will have a significant role to play in delivering overall Customer satisfaction to our strategic accounts.

Roles and Responsibilities:
- Frequent communications with the customer and internally
- Business Escalation Point
- Awareness of customers service performance
- Develop and drive service improvement action plans
- Expert knowledge of operational support models in place
- Improving customer’s service experience and contributing to Revenue
- Acceleration by identifying opportunities for redundancy/upgrades and back up services

Key Competencies and Skills:
- Excellent command of English, both verbal and written
- At least 2 years’ of working experience in customer services and or the IT Telco industry
- Good technical awareness or experience is preferred
- Good presentation skills – bringing things ‘to the point’
- Ability to work independently and on own initiative in highly pressured situations
- Pragmatic, lateral thinking and problem solving skill
- Ability to multitask in a complex environment and deliver to timescales
- Team player
- A proactive approach to customer service
- Ability to take ownership
- Proven ability to handle conflict and manage resolution

Education and Qualifications:
Any certification or qualification in support of the competencies above would be an advantage.

Additional Information:
Salary from 1470 € brutto per month. Actual salary is likely to be higher based on skills, knowledge and experience.
Job ID 153262 Date posted 08/09/2018

I will never regret my decision to start working in AT&T. It's changed my life.

Pros

Higher salary than the average in the region. Good cooperation within team and other teams. Opportunity to grow - you are not stuck in one position if you have the will to go further.

Cons

There is a great fluctuation of people in some teams which make it difficult to rely on co-workers. Sometimes it is tough to understand all those English accents from all around the world

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Perks

  • Health Coverage

    On top of sickness compensation, you’re covered with a private medical program, plus extensive life and disability insurance.

  • Employee discounts

    All our people earn discounts on the latest and greatest AT&T products and services.

  • Bonuses

    Earn extra pay for major life events and our annual team awards.

  • Team building events

    Connect with your coworkers at sports games, cultural events and other outings.

  • Lifestyle discounts

    Make your life better and more fun with discounts on select tickets, memberships and more.

  • On-site parking

    Parking right by your office makes travelling to work even easier.

  • Educational Opportunities

    Our award-winning AT&T University can help you learn new skills and grow your career.

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