Manager, Customer Advocate

hace 4 días

Guadalajara, México AT&T Mexico A tiempo completo

At AT&T we´re redefining the future of connectivity. At our core is a passion to serve our customers with products and services that create connections, improves lives and allows millions to share the stories and experiences that matter.

Manager, Customer Advocate - Credit & Collections:

- Leads a team of Customer Advocates who manage customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues.
- Works with various groups for billing, message and trouble resolutions that directly impact the service(s) provided to customers.
- Serves as customer advocate for customers. 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.
- Recommends credit limits, oversees special credit arrangements, and problem collection accounts.
- Leads the analysis of accounts receivable, aging of accounts to determine overdue accounts, and collection procedures.

What you will bring:

- Must be bilingual; highly fluent (native) in English comprehension, speaking and writing.
- Supervisory experience over cross-functional teams
- Proficient in Microsoft Word, Excel, and Outlook.
- Communicate effectively, both oral and written
- Analytical and critical thinking
- Flexible and adaptable, working in an ever-changing environment
- Ability to work flexible schedule as per business needs

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