Tier 1 Service Manager

Globe Telecom, Inc. | Philippines | PH

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Handles, receives, analyze, and process VIP technical service complaints tickets for wireless/wireline products. Informed in Disaster recovery activities....

Hamster Kombat
At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal. Job Description Handles, receives, analyze, and process VIP technical service complaints tickets for wireless/wireline products. Monitor complaints trend including degradation in service KPIs. Advise partners of service affecting issues through service advisories DUTIES AND RESPONSIBILITIES:
  • Act as point of contact for Tier 1 customers for after-sales services which includes: Internal and external customer meetings for billing and care discussions. Orchestrate and monitor service recovery/ NPS recovery
  • Drive end to end Service Management for Tier 1 customers, providing a differentiated and (faster) services
  • Coordinate with other resolver teams to close issues for Tier 1 customers with priority; Leads the daily stand-up activity with SWAT Teams
  • Initiate problem management based on chronic issues/ complaints/reports to trigger Service Improvement Plan
  • Leads performance review meetings with internal and external customers, including preparation of SLA reports and deep dive analysis of incidents
  • Collaboration with resolver groups to finalize Root Cause Analysis; Provide recommendations and help orchestrate to implement solution to address customer problem and/or pain points based on a definite timeline
  • Proactive care for all aftersales interactions; Management of customer through regular customer checkpoints, daily to weekly case updates, account related reports, and migration activities
  • Informed in Disaster recovery activities
  • Coordination with customer and internal support teams on customer’s power-related activities
REQUIREMENTS:
  • 2+ years of service management experience in Technical, Enterprise, or B2B environment
  • Industry Background: Telco, ICT, IT, BPO, Retail, Manufacturing, Non-Food, Logistics or related field
  • Proven service management/ account management or other relevant experience
  • Exceptional problem-solving and decision-making abilities, with a customer-centric approach to resolving service-related challenges
  • Detail-oriented with a high level of accuracy in data analysis and reporting
  • Excellent communication and interpersonal skills, with the ability to build rapport and maintain positive relationships with customers and internal stakeholders.
  • Keen attention to detail and adherence to deadlines
  • Confident, articulate and with excellent presentation skills
  • Cisco Networking, ITIL Foundation certification (preferred but not required)
  • Bachelors Degree course on Computer Science/Information Technology/Electronic and Communications Engineering/Computer Engineer
Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.

Information :

  • Company : Globe Telecom, Inc.
  • Position : Tier 1 Service Manager
  • Location : Philippines
  • Country : PH

How to Submit an Application:

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Post Date : 24-06-2024

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