Technical Service Management Lead

1 week ago

Makati Chino Roces, Philippines Globe Telecom Full time ₱800,000 - ₱1,600,000 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 DC Technical Service Management is responsible for maintaining high levels of customer satisfaction and fostering long-term relationships
through the provision of expert technical support and customer relationship management. This role operates within the limits of standard industry practices and aims to achieve permanent objectives such as optimal customer retention and compliance with local and industry standards.

DUTIES AND RESPONSIBILITIES:

Customer Relationship Management

Develop and maintain relationships, serve as the primary contact for customers, provide updates on services.

Technical Support and Expertise

Provide support, resolve issues, assist with data center solutions deployment and optimization.

Customer Success Initiatives

Develop strategies to enhance satisfaction and retention, monitor KPIs, conduct reviews for

improvement.

Onboarding and Training

Manage onboarding, conduct training sessions on best practices and service usage.

Customer Feedback and Advocacy

Collect and analyze feedback, advocate within the company, collaborate on product improvements.

Compliance and Quality Control

Ensure activities comply with regulations and standards, participate in audits, implement risk

management strategies.

KPIs

  • Customer satisfaction ratings; Retention rate

  • Resolution time; Issue closure rate

  • KPI improvement; Customer retention rate

  • Training completion rates; Onboarding feedback

  • Feedback implementation rate; Advocacy impact

  • Compliance rate; Audit outcomes

REQUIREMENTS:

  • Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field.

  • Minimum of 5 years of experience in technical support or customer success management, preferably within the technology, telecommunications, or data center industries.

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.

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