Service Delivery Manager
AT&T
Hyderabad, Telangana, India
5d ago

The Service Delivery Manager supports customers through activities which may include but not be limited to the receipt of customers calls, inquiries and complaints resulting in trouble tickets, order input, data gathering and traffic studies.

Works with various groups for billing, message and trouble resolutions that directly impact the service(s) provided to customers.

Roles and Responsibilities :

The Service Delivery Management function is responsible for :

a)Managing Service Requests from receipt through closure.

b)Working with Change Management to validate that scheduling windows align to MACD types and assumptions for implementation

c)Receiving and validating Service Requests

d)Validating authorizations and approvals.

e)Working with AT&T and Lowes to schedule service requests.

f)Facilitating urgent service requests.

g)Managing quality control for service requests.

Key Competencies and Skills :

Call Center Technologies-2

  • CRM Strategy Design and Implementation-2
  • Cust Suprt Policies Standards & Proced-2
  • Customer Interaction-3
  • Customer Relationship Management (CRM)-2
  • Customer Support Function-2
  • Customer Support Operations-2
  • Deliver customer-focused rslt(Non-Sup)-2
  • Ignite innovation and change(Non-supv)-1
  • Knowledge of Customers-2
  • Knowledge of Product Line-2
  • Service Excellence-3
  • Education and Qualifications :

    College Degree Preferred,

    Additional Information : Customer Facing Role.

    Customer Facing Role.

    3-5 years service delivery experience across all product lines.

    Extensive Customer Care Experience.

    Strong English Skills.

    Working Hours : 8-5 US EST with flexibility to work out of hours when required to support customer needs.

    Salary from 2020 € brutto per month. Actual salary is likely to be higher based on skills, knowledge and experience.

    Location : Bratislava, Slovakia OR Hyderbad,India

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