Tier 1 Service Manager

2 days ago

F The Globe Tower, Philippines Globe Group Full time ₱1 - ₱2 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 Acts as the primary point of contact for Tier 1 Select customers, managing end-to-end after-sales service delivery including technical, billing, and care support. Leads service recovery and NPS improvement efforts, coordinates with SWAT/SST/SRT and other resolver teams for priority issue resolution, and drives problem management and service improvement initiatives. Facilitates performance reviews and RCA finalization, while proactively managing customer experience through regular updates, reports, and checkpoints. Supports disaster recovery and customer power-related activities in collaboration with internal teams.

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:

  • 1-3 years experience in a similar field or in the Telecommunications industry

  • Experience in customer service role

  • 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

  • Graduate of any Bachelor's Degree related to the field of work

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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