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Account Associates work as a part of a Team to astound customers with the effective resolution, proactive account management, and customer education. They determine and resolve root causes to customer concerns and inquiries, identify appropriate revenue and service enhancement opportunities, and explore customer needs to develop loyal and profitable customers, including activations, payment arrangements, and other collections activities, when appropriate. This role is a learning role, where new experts are building skills and competencies in these areas while also demonstrating world-class skills in courtesy, concern, timely resolution, value creation, and relationship building.
Job Responsibility:
Demonstrates adaptability to new software, apps, or communication platforms with minimal instruction
Provide proactive and timely resolutions for customer inquiries and concerns
Build customer loyalty and bring value through thoughtful account management, identifying opportunities for additional products, services, and solutions
Deliver exceptional customer experiences using provided training tools, resources, and personal expertise
Meet department productivity and quality standards
Complete training requirements to develop new skills, expand knowledge, and grow within T-Mobile
Requirements:
High School Diploma/GED (Required)
Knowledge of Windows (Microsoft Word, Excel, and PowerPoint)
Basic proficiency with email, chat systems, online forms, and cloud-based tools (e.g., Google Workspace, Microsoft Teams, etc.)