Case Management Lead

Globe Telecom, Inc.; Metro Manila; On-site; PHP 446,400 - 669,600; Full time

Benefits offered by this job

Career growth opportunities

Flexible compensation and benefits package

Dynamic and collaborative environment

Job summary

Globe Telecom, Inc. is looking for a dedicated professional for the Customer Experience Management Team. The role involves handling escalations, conducting root cause analyses, and implementing process improvements to enhance customer journeys.

You will be responsible for coordinating with vendors, maintaining records, and monitoring customer feedback to ensure satisfaction. The position offers career growth and a competitive benefits package within a dynamic environment.

Qualifications

• Strong background in customer service and communication.
• Empathetic, people-focused, detail-oriented.
• Passionate about delivering exceptional customer journeys.

Responsibilities

• Act as escalation point for high-priority cases.
• Coordinate with vendors to resolve escalated cases efficiently.
• Conduct root cause analysis for recurring or complex cases.
• Continuously improve case resolution processes and implement best practices.
• Mentor vendor teams to improve case handling capabilities.

Skills

Customer service background

Strong communication skills

Attention to detail

Problem-solving

Job description

About the Role

The Customer Experience Management Team seeks a dedicated professional to handle escalations, root cause analysis, and process improvement to enhance our customer journeys.

Responsibilities

• Act as escalation point for high‑priority cases.
• Coordinate with vendors to resolve escalated cases efficiently.
• Identify and address potential issues to prevent escalations.
• Conduct root cause analysis for recurring or complex cases.
• Collaborate with Incident and Problem Management teams to implement solutions.
• Maintain accurate records and produce regular reports on case metrics.
• Continuously improve case resolution processes and implement best practices.
• Mentor vendor teams to improve case handling capabilities.
• Monitor customer feedback for satisfaction and take corrective actions.

Qualifications

Strong background in customer service and communication, empathetic, people‑focused, detail‑oriented, and passionate about delivering exceptional customer journeys.

What We Offer

• Opportunity for career growth and development in the leading FinTech company in the Philippines.
• Competitive and flexible compensation and benefits package.
• Dynamic, collaborative environment.

GCash is an equal opportunity employer.