Service Management Specialist | Makati City

Asticom Technology Inc; Makati; On-site; PHP 600,000 - 900,000; Full time

Job summary

Asticom Technology Inc in Metro Manila is seeking a Service Management professional to oversee the post-sales experience, ensuring contract fulfillment, reliable service delivery, and timely resolution of operational concerns.

You will lead end-to-end customer switching and activation, act as the primary liaison for billing, service advisories, and inquiries, coordinate with internal teams to meet SLAs, provide onboarding and training, monitor performance, and drive improvements.

Responsibilities

• Lead and manage the end-to-end customer switching and activation process, ensuring accuracy, timeliness, and compliance with regulatory and operational requirements.
• Act as the primary customer liaison for after-sales and operational concerns, including billing, collections, service advisories, power interruptions, and general service inquiries.
• Ensure contractual obligations and service level commitments are consistently met by coordinating closely with internal teams such as billing, technical operations, regulatory, finance, and customer service.
• Provide after-sales support and customer enablement, including customer onboarding, service orientations or training, and delivery of applicable value-added services.
• Monitor account and service performance, proactively identifying risks, service gaps, or recurring issues, and implementing corrective actions to maintain service reliability.
• Investigate customer issues and escalations, develop and recommend solutions, and elevate critical concerns to management as necessary to ensure timely resolution.
• Prepare and maintain accurate service reports, case documentation, and performance updates to support decision-making and continuous improvement.
• Build and maintain strong working relationships with customer operations, finance, and technical teams, fostering collaboration to support customer satisfaction, retention, and long-term partnership.

Job description

ServiceManagementisresponsiblefor

delivering a seamless post-sales customer experience by ensuring effective contract fulfillment, reliable service delivery, and timely resolution of operational concerns.

Theroleservesasthesinglepointof contactfor customers on all after-sales switching, and service-related matters throughout the customer contract lifecycle.

{ Lead and manage the end-to-end customer switching and activation process, ensuring accuracy, timeliness, and compliance with regulatory and operational requirements.

{Actastheprimarycustomerliaisonfor

after-sales and operational concerns, including billing, collections, service advisories, power interruptions, and general service inquiries.

{ Ensure contractual obligations and service level commitmentsareconsistently met bycoordinating closely with internal teams such as billing, technical operations, regulatory, finance, and customer service.

{Provideafter-salessupportandcustomer

enablement, including customer onboarding, service orientations or training, and delivery of applicable value-added services.

{ Monitor account and service performance, proactively identifying risks, service gaps, or recurring issues, and implementing corrective actions to maintain service reliability.

{Investigatecustomerissuesandescalations,

develop and recommend solutions, and elevate critical concerns to management as necessary to ensure timely resolution.

{Prepare and maintain accurate service reports, case documentation, and performance updatesto support decision-making and continuous improvement.

{ Build and maintain strong working relationships with customer operations, finance, and technical teams, fostering collaboration to supportcustomer satisfaction, retention, and long-term partnership.