Tier 1 Service Manager

Globe Telecom; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Globe Telecom is seeking a Tier 1 Service Manager to lead end-to-end service management for high-priority select customers. You will coordinate cross-functional teams, manage after-sales support, and drive continuous service improvements with a focus on SLA adherence and NPS results.

In this role within the PMO, you will monitor performance, prepare RCA reports, and ensure timely resolution of issues. A Bachelor’s degree and IT/telecom knowledge are required.

Qualifications

• 1-3 years experience in a similar field or in the Telecommunications industry.
• Experience in a customer service role.
• Knowledgeable on IT and Telecommunications technologies.
• Knowledge in Care (Non-Tech) and Billing.
• Strong communication, presentation, problem-solving and process improvement skills.
• Graduate of any Bachelor's Degree related to the field of work.

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 and NPS recovery.
• Drive end-to-end Service Management for Tier 1 Select customers with faster services.
• Coordinate with SST/SRT or other resolver teams to close issues with priority.
• Lead daily stand-up activity with SWAT Teams.
• Initiate problem management based on chronic issues to trigger Service Improvement Plan.
• Lead performance review meetings with internal and external customers, including SLA/RCA prep.
• Collaborate with resolver groups to finalize Root Cause Analysis and implement solutions.
• Provide recommendations and timelines to address customer problems.
• Proactive care for all aftersales interactions; regular customer checkpoints and migration activities.
• Involved in Disaster recovery activities.
• Coordinate with customer and internal teams on power-related activities.

Skills

Customer service

Communication

Problem solving

Process improvement

Soft skills

Education

Bachelor's degree

Job description

Tier 1 Service Manager

Company : Globe Telecom Job Type : Full Time Philippines

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

Project Management Office (PMO) works together with PMO Head in providing centralized oversight and support for project management practices within BSD department. It standardizes processes, tools, and methodologies to ensure projects are completed efficiently and align with strategic goals. Additionally, the PMO tracks project performance, manages resources, and provides guidance to project managers to enhance overall project success.

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.