14 days old
2018-07-302018-08-31

Service Manager (Sr.Specialist, Customer Relationship) - Japanese Speaker

Cyberjaya, Selangor
The Service Manager provides a consistent interface to our key customers for all elements of Service and ensures that actions are taken within AT&T to drive improved customer satisfaction, acting as the Customer advocate.

Roles and Responsibilities:
The SM is expected to establish strong relationships with designated customers, encouraging them to use our standard engagement procedures at all times.
Partnering with other AT&T teams & partner organisations to drive customer issues to completion and to Client satisfaction.
- Point of Client escalation
- Interface into Service Assurance, Service Delivery and Billing teams as required
- Coaching and educating Customers on BAU engagement and escalation processes for incident, delivery and billing related issues
- Documenting Service guides
- Internal point of Contact for Sales and other partner Orgs.
- Customer reports ie. performance, SLA, Changes, Orders etc as required
- Service Action/Improvement plans when required

Key Competencies and Skills:
Strong interpersonal skills
- Ability to multitask in a complex environment and deliver to timescales.
- Good understanding of the AT&T Business portfolio and technology.
- Familiar with financial terminology, contracts, invoicing, Service Level Agreements
- Good presentation skills
- Sufficient seniority to interact at senior levels within AT&T organizations and at technical and supervisory level at the customer.
- Pragmatic, lateral thinking and problem solving skills. Analytical and resourceful.
- Understanding of geographical and cultural, human and business differences.
- Ability to work in isolation and on own initiative in highly pressured situations.
- Previous customer facing experience is an advantage

Education and Qualifications:
Japanese Business language/fluency is essential - strong written and verbal skills to support customers.

Additional Information:
n/a","educationRequirements":"Japanese Business language/fluency is essential - strong written and verbal skills to support customers.n/a

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Service Manager (Sr.Specialist, Customer Relationship) - Japanese Speaker

AT&T
Cyberjaya, Selangor

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Service Manager (Sr.Specialist, Customer Relationship) - Japanese Speaker

AT&T
Cyberjaya, Selangor
MY

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