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Sr. Specialist, Customer Relationships


Bratislava, Slovakia

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Support AT&T's most complex and strategic customers by creating a broader and deeper relationship with the customer and owning the customer service experience. Partners with others in Service Management, sales and service assurance/delivery.

Roles and Responsibilities:

Supports AT&T's more complex account modules with higher revenue.
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.
-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:

- 3-5 years provisioning, billing, ordering, and/or maintenance experience
- 3-5 years service delivery experience across all product lines
- Extensive Customer Care Experience
- Process knowledge of Central Office, Engineering, Technical Support and outside plant facilities
- Private Line products and Voice Technologies including systems, processes and troubleshooting practices
- Strong Customer interface skills
- Experience working with Large Global Customers
- Project Management Experience
- Knowledge of and/or experience working with the following systems and software: Microsoft Word, Excel and PowerPoint, SOTS, AOTS, BMP, TIRKS, SARTS, CTP, WMS, GEOLINK, NETSCOPE, SDN-SMS, SSIRS, ESPRIT/NET, RC & VERIFY, CONNECT-VU APX, STAMPS

Education and Qualifications:

College Education

Additional Information:

Location: AT&T CBC
Working hours: US business hours

Salary from € 2,020 brutto per month. Actual salary is likely to be higher based on skills, knowledge and experience.