Manager, Customer Advocate

hace 2 semanas

Guadalajara, México AT&T Mexico A tiempo completo

At AT&T, we’re connecting the world through the latest tech, top-of-the-line communications and the best in entertainment. Innovation powers all that we do, and our groundbreaking solutions deliver compelling communication and entertainment experiences to millions of customers worldwide. As part of our team, your next big idea could be our newest innovation. Here’s your opportunity to combine your passions for entertainment, media, and technology to transform our company and your career.
- Manager, Customer Advocate - C&C:_
- _Leads a team of Customer Advocates who handle 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, handles special credit arrangements, and problem collection accounts._
- _Leads the analysis of accounts receivable, aging of accounts to determine overdue accounts, and collection procedures._

Qualifications
- _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_

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