Tier 1 Service Manager

1 week ago

Taguig, National Capital Region, Philippines Globe Telecom 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 matters

Duties And Responsibilities

  • Act as point of contact for Tier 1 Select customers for after-sales services including technical and billing/care support
  • Orchestrate and monitor service recovery/ NPS recovery
  • Drive end to end Service Management for Tier 1 Select customers, providing a focused and differentiated (faster) services
  • Coordinate with SST/ SRT or other resolver teams to close issues 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 and RCA
  • 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

  • Graduate of any Bachelor's Degree related to the field of work
  • Experience in customer service role
  • 1-3 years experience in a similar field or in the Telecommunications industry
  • Knowledgeable on IT and Telecommunications technologies
  • Knowledge in Care (Non-Tech) and Billing
  • Soft Skills: Strong communication and presentation skills, problem-solving, and process improvement.

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.

  • IT Service Desk L1.5

    2 weeks ago

    Taguig, National Capital Region, Philippines IT BY DESIGN Full time ₱300,000 - ₱600,000 per year

    Now Hiring: System Engineer - IT Service Desk | IT By Design (MSP)Location: Metro Manila (100% Onsite | Full-Time)Are you ready to take the next big step in your IT career? At IT By Design, we're looking for passionate System Engineers who are ready to grow beyond Service Desk or Help Desk support — and make an impact in a global Managed Services Provider...

  • Reference Data Services Analyst 1

    2 weeks ago

    Taguig, National Capital Region, Philippines Citi Full time ₱250,000 - ₱500,000 per year

    Whether you're at the start of your career or looking to discover your next adventure, your story begins here. At Citi, you'll have the opportunity to expand your skills and make a difference at one of the world's most global banks. We're fully committed to supporting your growth and development from the start with extensive on-the-job training and exposure...

  • Reference Data Services Analyst 1

    2 weeks ago

    Taguig, National Capital Region, Philippines Citi Full time ₱300,000 - ₱600,000 per year

    Whether you're at the start of your career or looking to discover your next adventure, your story begins here.  At Citi, you'll have the opportunity to expand your skills and make a difference at one of the world's most global banks.  We're fully committed to supporting your growth and development from the start with extensive on-the-job training and...

  • IT Service Desk Analyst L1.5

    2 weeks ago

    Taguig, National Capital Region, Philippines IT by Design Full time ₱300,000 - ₱450,000 per year

    Now Hiring: System Engineer – IT Service Desk | IT By Design (MSP)Taguig, BGC | 100% Onsite | Night Shift (US Hours) Start Date: Immediate or January We're looking for experienced IT Service Desk / Help Desk professionals who want to grow their technical skills in a global MSP environment. If you have solid troubleshooting abilities, strong communication...

  • Network Engineer Tier 3

    2 weeks ago

    Taguig, National Capital Region, Philippines Movate Full time ₱900,000 - ₱1,200,000 per year

    Location: Upper McKinely Hill, Taguig City, Metro ManilaExperience: 5 years of experience in supporting network environmentEducation Qualification: Bachelor's degreeRoles and Responsibilities:The candidate must be a technically oriented person with comprehensive experience in network design, implementation and troubleshooting with networking equipment,...

  • Customer Service

    2 weeks ago

    Taguig, National Capital Region, Philippines CEO Concierge Service Inc. Full time ₱15,000 - ₱30,000 per year

    Job description:At CEO Concierge, we specialize in providing exceptional virtual assistants tailored specifically for CEOs and partners. Our dedicated team of highly skilled and experienced assistants helps CEOs and partners maximize productivity, streamline workflow, and focus on strategic decision-making. Built on the principles of efficiency,...

  • Recruiter 1

    2 weeks ago

    Taguig, National Capital Region, Philippines IQVIA Full time ₱900,000 - ₱1,200,000 per year

    Job OverviewAs Recruiter 1, you will play a key role in improving our recruitment process and ensuring a smooth candidate experience. Working closely with management, you will support the hiring of top talent and, with guidance, take ownership of recruiting activities across different business areas.This is a fixed-term contract role for an initial period of...

  • Test Analyst

    2 weeks ago

    Taguig, National Capital Region, Philippines NA+1 Full time ₱1,200,000 - ₱2,400,000 per year

    We are seeking a detail-oriented and proactiveTest Analystto join our team. The successful candidate will be responsible forTest Planning and Executionactivities related to theapplication interfaces of Core Banking systems. This role is critical in ensuring the quality and reliability of our banking applications through rigorous testing and collaboration...

  • Commis 1

    2 weeks ago

    Taguig, National Capital Region, Philippines Astoria Vacation & Leisure Club, Inc. Full time ₱200,000 - ₱250,000 per year

    JOB DESCRIPTIONAble to produce quality product in a timely and efficient manner for the guests or staff.Work according to the menu specifications by the Chef de PartieKeep work area at all times in hygienic conditions according to the rules set by the hotelControl food stock and food cost in your sectionPrepare the daily mis-en-place and food production in...

  • Audit Seniors to Managers

    2 weeks ago

    Taguig, National Capital Region, Philippines VCC Link, Inc. Full time ₱1,500,000 - ₱2,500,000 per year

    Work Location:Taguig or Ortigas (Hybrid)Shifts:Day or Mid Shift (depending on the assignment)Apply now and take your audit career to new heightsStep into acareer-defining opportunitywith two of theworld's leading professional services firms—known for innovation, integrity, and global impact. We're hiringExternal Audit Senior Associates for our clientswho...