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US Service Manager


Bratislava, Slovakia

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Location: CBC center, Bratislava, Slovakia
Working time: US working hours ( 2pm - 10:30pm )

The role of the US Service Manager 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:

• 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
• Understanding of geographical and cultural, human and business differences
• Flexible, analytical and resourceful

Education and Qualifications:

Master's degree

Additional Information:

Candidates are expected to work US hours (2:00 PM - 10:30 PM)