Senior Customer Service Resolution Specialist (Project: SP) at AT&T Careers - AT&T Careers
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Senior Customer Service Resolution Specialist (Project: SP)

Brno, South Moravian, Czech Republic

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Location: Brno OR Bratislava
Working Hours: EMEA OR US shift

Serves as the customer advocate within the maintenance process. Demonstrates ownership and accountability for all maintenance processes (including but not limited to Trouble Management and Resolution, Communication, Project Management, Corporate Strategies Support and Business Directions, Performance Reports and Data Analysis) on behalf of the customer. Works closely with systems teams to improve processes and automated systems. Crosses organizational boundaries and overcomes traditional hierarchical structures by commanding and committing AT&T resources to respond to and resolve any and all customer issues.

Roles and Responsibilities:
Acting as the pivotal team member on all customer crisis issues, this position is held accountable for all customer issues while simultaneously concentrating on process improvement and customer satisfaction. This position serves at the point of intake on a 24 x 7 basis and is charged with resolving customer issues with the independent authority to escalate to whatever level as necessary to expeditiously resolve customer complaints. Uses online tools to extract, analyze and customize data for stewardship reports that include provisioning, maintenance and billing items. Analysis of performance data drives the actionable items to support customer need. Responsible for bringing resolution to issues, engaging other departments and being champion for status reports back to customer and leadership. Uses various systems to troubleshoot problems and determines possible resolution. Promote use of on-line servicing and billing tools with the customers as an alternative approach to resolve customer issues. Educate customer on use of servicing tools. May provide input to Sales to assist with request for proposal development or presentation support. Analyze customer current products usage and anticipate future service needs. Develops and maintains customer specific service guides that provides the customer and AT&T a guide to doing business together. On a limited basis, may develop and implement comprehensive program to minimize churn; provide rate plan analysis and recommendations based upon customer request. Partner with billing group to manage resolution of billing disputes, issue adjustments and accounts receivable associated with errors. Develop and manage service action plans to correct recurring or longstanding service issues.

Key Competencies and Skills:
• Customer care/service management experience 5+ years
• Knowledge of AT&T Business Products
• Advanced Knowledge of AT&T Systems supporting AT&T Service Assurance
• Deliver customer-focused results
• A logical mind-set and a passion for problem solving
• Experience with Office support tools
• Very good level of spoken English

Education and Qualifications:
Bachelor's Degree

Additional Information:
Salary from 2020 € brutto per month. Actual salary is likely to be higher based on skills, knowledge and experience.
Job ID 1909865-I Date posted 04/05/2019

Great job if you like the shifts and don't mind taking calls

Pros

Great benefits, 5 weeks training and ongoing training, mostly supportive managers, good facilities, competitive pay.

Cons

Shifts, mostly night shifts , some managers are more focused on targets than others so pressure can rise, no time between calls at busy times can be overwhelming

Current Employee - Customer Care Agent
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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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