VIP Broadband Service Excellence Lead

Globe Telecom

Makati

On-site

PHP 1,000,000 - 1,500,000

Full time

6 days ago

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Job summary

Globe Telecom is seeking an End-to-End (E2E) Service Management Expert to oversee VIP broadband service across multiple technologies. The role emphasizes proactive monitoring, issue analysis, and rapid service recovery for high-value customers.

Collaboration with cross-functional teams is essential to maintain premium QoS and customer satisfaction. The ideal candidate will manage VIP complaint tickets, monitor KPIs, and drive timely resolutions in a complex, multi-technology environment.

Qualifications

Experience overseeing service network performance for high-value cabinets (VIP) in fixed broadband.
Proactive monitoring, analytics, and issue analysis to resolve escalated complaints.
Ability to collaborate across multiple teams to ensure premium service standards.

Responsibilities

Manage, analyze, and process V/VIP technical service complaints for wireline products.
Monitor complaint trends and advise partners of service-affecting issues.
Lead escalation resolution for V/VIP broadband customer issues.
Provide Level 2 support to TAC for related VIP issues.
Support incident and problem management; ensure timely closure of tickets.