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Service Manger (maternity leave cover)
AT&T Global Network Services Slovakia
Place of work
Bratislava
Bratislava
Contract type
full-time
full-time
Information about the position
Job description, responsibilities and duties
Job description:
Service Manager for a Wholesale Service Management Center is responsible for escalating into a various Maintenance Centers on behalf of the customer when their circuit goes down. This position has an authority and responsibility to escalate expeditiously to resolve customer complaints. Sending timely updates of progress on a repair either by email or by phone to the customer is one of the responsibilities of SM. Works with Sales, Provisioning and Ordering team to accommodate customer’s requests and forward customer’s issues other than maintenance to the correct department. Enter the progress and status of various trouble tickets into ISmart, our internal SM tool. Partners with internal supplier teams to develop customer specific action plans to address service issues. Accountable for developing a positive customer relationship and ensure customer satisfaction. The Service Manager develops reports and leads monthly stewardship meetings with customers to review performance results and service trends of their circuit troubles and provides root cause analysis on service issues. Provides maintenance support on various critical outages on a voice and data services and tracks CNOC (centralized Network Operation Center) notifications.
Contract: maternity leave contract
Working hours: 3 shifts
Shift 1: 12:00 pm – 8:15 pm, 12:30 pm – 8:45 pm, 1:00 pm – 9:15 pm, 1:30 pm – 9:45 pm, 2:00 pm – 10:15 pm, 2:15 pm – 10:30 pm
Shift 2 : 4:45 pm – 1:00 am
Shift 3: 2 Service managers from the team rotate and work every 3rd week either from 8am - 4:15 pm or 9:00 am – 5:15 pm
24/7 Support, weekend rotational on-call with cell phone
Service Manager for a Wholesale Service Management Center is responsible for escalating into a various Maintenance Centers on behalf of the customer when their circuit goes down. This position has an authority and responsibility to escalate expeditiously to resolve customer complaints. Sending timely updates of progress on a repair either by email or by phone to the customer is one of the responsibilities of SM. Works with Sales, Provisioning and Ordering team to accommodate customer’s requests and forward customer’s issues other than maintenance to the correct department. Enter the progress and status of various trouble tickets into ISmart, our internal SM tool. Partners with internal supplier teams to develop customer specific action plans to address service issues. Accountable for developing a positive customer relationship and ensure customer satisfaction. The Service Manager develops reports and leads monthly stewardship meetings with customers to review performance results and service trends of their circuit troubles and provides root cause analysis on service issues. Provides maintenance support on various critical outages on a voice and data services and tracks CNOC (centralized Network Operation Center) notifications.
Contract: maternity leave contract
Working hours: 3 shifts
Shift 1: 12:00 pm – 8:15 pm, 12:30 pm – 8:45 pm, 1:00 pm – 9:15 pm, 1:30 pm – 9:45 pm, 2:00 pm – 10:15 pm, 2:15 pm – 10:30 pm
Shift 2 : 4:45 pm – 1:00 am
Shift 3: 2 Service managers from the team rotate and work every 3rd week either from 8am - 4:15 pm or 9:00 am – 5:15 pm
24/7 Support, weekend rotational on-call with cell phone
Requirements for the employee
Candidates with education suit the position
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)
University education (Master's degree)
Postgraduate (Doctorate)
Language skills
English - Upper intermediate (B2)
Personality requirements and skills
- MS Office advanced (Word, Outlook, Excel, Power Point)
- Good analytical skills and work ethic
- Ability to work under tight deadlines while maintaining quality output
- Advanced to fluent English language skills verbal and written
- Experience in Service Delivery and Project Management is advantageous
- Ability to work in hot operational environment
- Excellent communication skills
- Reliable, flexible, detail oriented, self-motivated, proactive and willing to take ownership
- Leads by example and demonstrates “can do” attitude
- A confident communicator with the ability to communicate effectively with customers and account team
- Good analytical skills and work ethic
- Ability to work under tight deadlines while maintaining quality output
- Advanced to fluent English language skills verbal and written
- Experience in Service Delivery and Project Management is advantageous
- Ability to work in hot operational environment
- Excellent communication skills
- Reliable, flexible, detail oriented, self-motivated, proactive and willing to take ownership
- Leads by example and demonstrates “can do” attitude
- A confident communicator with the ability to communicate effectively with customers and account team
Advertiser
Brief description of the company
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ID: 1839808
Datum zveřejnění: 28.8.2014
2014-08-28
lokalita: Bratislava Pozice: Administrative Worker, Official, Billing Specialist, Business Analyst, Customer Support Specialist Společnost: AT&T Global Network Services Slovakia