Technical Service Management Lead (ST Telemedia Global Data Centre Philippines)

Globe Telecom, Inc.; Makati; On-site; PHP 800,000 - 1,400,000; Full time

Job summary

Globe Telecom, Inc. in the Philippines seeks a DC Technical Service Management professional to maintain high customer satisfaction and foster long-term relationships through expert technical support and CRM.

The role focuses on onboarding, training, and continuous improvement, with KPIs around satisfaction, retention, and service quality. A Bachelor’s degree and 5+ years in relevant fields are required.

Qualifications

• Bachelor’s degree in IT/CS/Business Admin or related field.
• Minimum 5 years in technical support or customer success in tech/telecom/data center.
• Experience in customer relationship management and compliance expectations.

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.

Skills

Customer Relationship Management

Technical Support

Onboarding and Training

Compliance and Quality Control

Data center solutions deployment

Education

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field

Job description

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.

DC Technical Service Management

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.

Globe Telecom, Inc. (Globe) is the leading Telecommunications company in the Philippines and the purveyor of the Filipino digital lifestyle. We provide cellular, broadband and mobile data services by focusing on enriching our content offerings amid customers' growing preference for multimedia platforms across multiple screens and devices. We want to enrich lives through communications by simplifying technology, so that we bring customers closer to what matters most. Globe was also recognized as one of the Top companies to work for in Asia by Asia Corporate Excellence & Sustainability (ACES) Awards and Best Employer in the Telco category by Stevie’s New York. Our principal shareholders are Ayala Corp. and Singtel, both industry leaders in their respective countries and in the region. We are also a member of Bridge Alliance, Asia Pacific's leading mobile alliance of 36 mobile carriers.

Purpose

In everything we do, we treat people right to create a Globe of Good.

Vision

We see a Philippines where families' dreams come true, businesses flourish, and the nation is admired.

Mission

We create wonderful experiences for people to have choices, overcome challenges, and discover new ways to enjoy life.