Tier 1 Service Manager

Globe Telecom, Inc. | Philippines | PH

Welcome to the Latest Job Vacancies Site 2024 and at this time we would like to inform you of the Latest Job Vacancies from the Globe Telecom, Inc. with the position of Tier 1 Service Manager - Globe Telecom, Inc. which was opened this.

If this job matches your qualifications, please send your application directly through our latest Job site. Indeed, every job is not easy to apply because it must meet several qualifications and requirements that we must meet in accordance with the standard criteria of the Company who are looking for potential candidates to work. Good job information Tier 1 Service Manager - Globe Telecom, Inc. below matches your qualifications. Good Luck: D

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

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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