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Mexico

MANAGER, CUSTOMER ADVOCATE - BMSC

Location:

Ciudad de Mexico, Mexico

Ref #:

153735

Date published:

25-Oct-2018
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Leads a team of Customer Advocates who utilize appropriate sales techniques to encourage a good customer relationship and enhance the buying experience. Responsible for meeting or exceeding individual sales objectives, as well as meeting or exceeding customer care commitments. Interacts with customers demonstrating the highest degree of courtesy and professionalism to resolve issues, providing service/support in ONE interaction (aka First Contact Resolution). Leverage various tools & technologies to provide support and effortless experience to customers (external and/or internal). Stays current on new and changing tools and technology both used and sold by AT&T. Serves as a Trusted Advisor to provide support to customers (external or internal) on matters spanning products & services, billing, orders, complaints, and/or other customer requests. Serves as a customer advocate for international customers. Applies customer relationship and/or sales techniques to recommend and/or sell a variety of AT&T products or services to meet customers' needs.

Roles and Responsibilities:

Sells assigned products, solutions, and services to customers, directly and/or indirectly. Seeks to obtain, increase, and maintain revenue streams for the company through such sales to residential, business, government, and international customers. Utilizes both short and long-range marketing strategies; builds relationships and strives for customer satisfaction in all dealings. This Function is limited to only those employees with direct responsibility for attaining revenue or other sales-based quotas and who participate in sales incentive compensation plans.

Key Competencies and Skills:

- Supervisory Experience over cross-functional teams
- Fluent in English and Spanish (read/write/speak)
- Communicate effectively, both oral and written
- Proficiency working with Outlook, Excel, PowerPoint and Word.
- Analytical and critical thinking
- Flexible and adaptable, working in an ever changing environment
- Ability to work flexible schedule as per business needs

Education and Qualifications:

University degree and 2 to 5 years of related experience