Tier 1 Service Manager — After-Sales & NPS Lead

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

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.