Customer Success

2 weeks ago

F The Globe Tower, Philippines Globe Group Full time ₱1,500,000 - ₱2,500,000 per year

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 Responsible for delivering a best-in-class experience for Roaming and International Outbound customers. Focused on driving efficiency and active roamer retention through policies, systems, processes and improvements that will ensure seamless and reliable Outbound roaming experience. Empowered to prioritize and execute initiatives across relevant support groups.

DUTIES AND RESPONSIBILITIES:

  • Owns the end-to-end customer experience for International's Outbound businesses, developing processes, policies and new experiences that elevate the way we care for the customer 

  • Champions and orchestrates cross-functional process transformation initiatives to achieve roaming reliability (ie. issue resolution, customer handling and recovery) in collaboration with teams such as but not limited to Network, IT, Product, and Customer Experience Management

  • Drives active roamer retention by leading the development and implementation of effective win-back programs & pursuing resolution of critical, persistent issues

  • Takes ownership of NPS improvement - formulating actionable insights and initiatives through rigorous monitoring and analysis of VOCs, RCAs and KQIs

  • Identifies opportunities for process optimization and efficiency gains in partnership with support groups 

  • Delivers consistent quality output across all channels and touchpoints (Help & Support Tools & Channels: KMS, Cascades, FAQs, FBM, IVR, Stores)

KPIs:

  • Financial (Total GSR, Total NSR)

  • Best-in-Class Experience Worldwide and Positive NPS, Vector, VOCs

  • Increase operational effectiveness

  • Lift in Active Roamer Retention

  • Issue Mitigation/ Resolution Rate

TOP 3-5 DELIVERABLES:

  • Achieve business goals across the board: deliver GSR growth and active roamer retention

  • Improve NPS

  • Future proof International business through process improvements

  • Win-Back programs

Equal Opportunity Employer
Globe's hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe's Diversity, Equity and Inclusion Policy Commitment can be accessed here

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.

  • Customer Relationship Manager

    1 week ago

    F The Globe Tower, Philippines Globe Group Full time ₱400,000 - ₱1,200,000 per year

    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 A Customer Relationship Manager is responsible for building and maintaining strong relationships with clients to ensure satisfaction,...

  • Account Recovery Manager

    1 week ago

    F The Globe Tower, Philippines Globe Group Full time ₱900,000 - ₱1,200,000 per year

    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 The Account Recovery Manager focuses on reducing the Outstanding Balance (OB) curing process for Mid-journey and Trailblazer accounts,...

  • Tier 1 Service Manager

    2 weeks ago

    F The Globe Tower, Philippines Globe Group Full time ₱900,000 - ₱1,200,000 per year

    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 Tier 1 Service Manager acts as point of contact (POC) for customers on after sales operational mattersDUTIES AND RESPONSIBILITIESAct as...

  • Contract Manager

    2 weeks ago

    F The Globe Tower, Philippines Globe Group Full time ₱600,000 - ₱1,200,000 per year

    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 The B2B Contract Manager will be responsible for the contract lifecycle management of B2B specifically on customer contracts and managing...

  • Postpaid Acquisitions Manager for Digital and Outbound Channels

    4 days ago

    F The Globe Tower, Philippines Globe Group Full time ₱1,500,000 - ₱2,500,000 per year

    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 The Digital Lifecycle Growth Manager is responsible for designing, developing, and executing customer lifecycle programs across digital...

  • Growth and Partnerships Lead for Roaming

    2 weeks ago

    F The Globe Tower, Philippines Globe Group Full time ₱900,000 - ₱1,200,000 per year

    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 the primary lead for North and South America, Europe and Oceania is responsible for developing and executing commercial deals and...

  • Service Delivery

    4 days ago

    F The Globe Tower, Philippines Globe Group Full time ₱900,000 - ₱1,200,000 per year

    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 The Digital Operations Supervisor oversees the daily operations of Globe's digital platforms, ensuring incidents are resolved promptly,...

  • Fraud Operation Analyst

    4 days ago

    F The Globe Tower, Philippines Globe Group Full time ₱900,000 - ₱1,200,000 per year

    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 We are seeking a proactive and detail-oriented Fraud Analyst to join our Fraud Risk & Revenue Assurance team. The successful candidate will...

  • Bids Expert

    1 week ago

    F The Globe Tower, Philippines Globe Group Full time ₱900,000 - ₱1,200,000 per year

    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 Coordinate all cross functional engagements related to bid planning, effectively influencing support teams to bring the best resources, to...

  • Training and Operations Support Lead

    2 weeks ago

    F The Globe Tower, Philippines Globe Group Full time ₱900,000 - ₱1,200,000 per year

    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 -Deliver technical and customer service training-Run pop-up reinforcements for SVs/CFS i.e. BITES Express-Manage toolkits and job aids i.e....