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Slovakia

Billing Relationship Manager

Location:

Bratislava, Slovakia

Ref #:

1848547

Date published:

14-Jan-2019
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The BRM is responsible for a number of high revenue accounts, usually 5 or 6, across all services and across all regions, providing oversight and leadership to other teams to deliver improvements in the Customer Billing Experience (help to manage the resolution of global disputes, support customer education, root cause analysis and follow up actions/ improvements etc..

Roles and Responsibilities:

In order that the customer billing experience for the designated customers is maintained at the highest possible level the BRM should aim to:
1. Identify ways to reduce the volume of invoice disputes submitted to the AT&T Customer Care for their customer.
2. Drive significant improvement in the overall time taken by the Customer Care centre to resolve a single dispute
3. Share experiences with other BRMs to reduce the volume of repeat/reoccurring issues across multiple customers (Root Cause Analysis)
4. Provide proactive support early identification of errors where possible
5. Have a clear understanding of the complexity of their customers billing model
6. Understand the global billing issues facing their customers
7. Provide guidance regarding AT&T billing to Sales and Service Managers
8. Act as the customer advocate when dealing with billing related issues managed by other AT&T functions
9. Identify opportunities to improve the overall Customer Billing Experience

Key Competencies and Skills:

High level of spoken and written English
• Time management skills – ability to track work independently and in timely manner
• Negotiation skills to ensure customer satisfaction as well as satisfaction of AT&T internal processes and rules
• PC literacy (Ability to work with data, transform and display data into reasonable and understandable format)
• Strong communication and customer facing skills
• Ability to cope with deadlines & prioritize workload
• Previous Experience in a Customer facing role is an advantage
• Project Management/ Business Analysis Experience is advantage

Education and Qualifications:

Master degree
CAPM® or PMP® certificate is advantage
Previous Customer facing Role is an advantage

Additional Information:

Location: Bratislava, Einsteinova 24
Contract: Unlimited
Working hours: EMEA
Salary from 1560 € brutto per month. Actual salary is likely to be higher based on skills, knowledge and experience.