Sr. Specialist, Customer Relationships (Service Manager) - Japanese Speaker at AT&T Careers - AT&T Careers
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Sr. Specialist, Customer Relationships (Service Manager) - Japanese Speaker

Cyberjaya, Selangor, Malaysia

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The Service Manager provides a consistent interface to our key customers for all elements of Service and ensures that actions are taken within AT&T to drive improved customer satisfaction, acting as the Customer advocate.

Roles and Responsibilities:

The SM is expected to establish strong relationships with designated customers, encouraging them to use our standard engagement procedures at all times. Partnering with other AT&T teams & partner organisations to drive customer issues to completion and to Client satisfaction. - Point of Client escalation - Interface into Service Assurance, Service Delivery and Billing teams as required - Coaching and educating Customers on BAU engagement and escalation processes for incident, delivery and billing related issues - Documenting Service guides - Internal point of Contact for Sales and other partner Orgs. - Customer reports ie. performance, SLA, Changes, Orders etc as required - Service Action/Improvement plans when required

Key Competencies and Skills:

- Japanese speaker is a key component of this role, fluent business language to support Japanese customers on additional sites and new technology. - Strong interpersonal skills - Ability to multitask in a complex environment and deliver to timescales. - Good understanding of the AT&T Business portfolio and technology. - Familiar with financial terminology, contracts, invoicing, Service Level Agreements - Good presentation skills - Sufficient seniority to interact at senior levels within AT&T organizations and at technical and supervisory level at the customer. - Pragmatic, lateral thinking and problem solving skills. Analytical and resourceful. - Understanding of geographical and cultural, human and business differences. - Ability to work in isolation and on own initiative in highly pressured situations. - Previous customer facing experience is an advantage

Education and Qualifications:

Any qualification in support of the above deliverables would be an advantage.

Additional Information:

n/a
Job ID 1911132-I Date posted 09/18/2019

Had a fantastic experience at at& for the last 14 years in different roles

Pros

Great team of colleagues that I worked with and a lot of different cultures which all worked well together.

Cons

Some managers do not know how to be a manager and manage a team

Former Employee - Senior Specialist Technical Support
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