VIP Service Management Expert

Globe Telecom, Inc.; Makati; On-site; PHP 558,000 - 781,200; Full time

Job summary

Globe Telecom, Inc. is seeking an End-to-End (E2E) Service Management Expert to oversee service network performance, particularly for High Value Cabinets, and enhance the customer experience for our VVIP and High-Value customers in Fixed Broadband Services. Your role will involve managing technical service complaints and ensuring timely resolutions.

The ideal candidate should be skilled in service network performance, possess strong analytical capabilities, and be experienced in incident and problem management. Join us to provide superior customer service and drive improvement initiatives.

Qualifications

• Experience in managing V/VIP technical service complaints.
• Strong analytical skills to monitor and analyze service KPI trends.
• Capability to liaise with various support groups.

Responsibilities

• Oversee service network performance for High Value Cabinets.
• Manage, analyze, and process V/VIP service complaints tickets.
• Support Incident Management and follow up on escalated issues.

Skills

Service network performance

Technical service complaint management

Customer experience monitoring

Incident Management

Problem Management

Analytical skills

Job description

Job Description

The End‑End (E2E) Service Management Expert oversees service network performance for High Value Cabinets and delivers superior customer experience for VVIP and High‑Value customers in Fixed Broadband Services across multiple technologies (VDSL, GPON, LTE@HOME).

• Manage, analyze, and process V/VIP technical service complaints tickets for wireline products.
• Monitor complaints trend including degradation in service KPIs.
• Advise partners of service‑affecting issues through service advisories.
• Manage resolution of escalated V/VIP Broadband customer issues.
• Drive immediate solutions to V/VIP customer issues endorsed by SLT, NTG/Business Mancom, EG/SG/Platinum, Exec Endorsed, Service Desk, CXM, CLSG, SAQ, Stores, etc.
• Provide Level2 support to TAC to resolve related V/VIP customer issues.
• Monitor, follow through, and ensure closure of all V/VIP complaints for Broadband.
• Support Incident Management.
• Follow up on V/VIP complaints, aging tickets and escalations from Business team and Service Desk; ensure aging V/VIP service tickets have resolution and timeline.
• Facilitate meetings for escalated & V/VIP Broadband customer issues.
• Join technical bridge/meeting to provide input on incident, restoration, and call technical bridge for aging V/VIP tickets.
• Join management bridge to provide visibility to cross‑division upper managers of aging V/VIP incidents.
• Provide onsite support if needed.
• Support Problem Management: creation, follow‑through and closure of problem tickets based on agreed criteria.
• Identify customer issues triggered by Broadband complaints, validate in tools and provide input to proponent to create initiatives to resolve recurring V/VIP issues.
• Support VIP customer experience monitoring and testing.
• Monitor customer experience of V/VIP Broadband customers; generate reports and flag issues to pertinent support groups for timely resolution.
• Ensure that V/VIP subscribers receive the best possible customer experience from Globe’s network.
• Update the V/VIP Mobile subscriber issue tracker.
• Analyze VIPs frequently experiencing failures and create V/VIP Mobile Hotspots.
• Support and provide reports needed for V/VIP subscriber experience to SRP, SMRB, NTG ManCom and all pertinent support groups.
• Support initiatives internal/external to SMD that impact customer experience improvement.
• Liaise with support groups such as Exec/Icon, ROC, NOC, BAPE, FO CFS, ISG and CFU’s for V/VIP related customer issues.
• Provide proactive recommendations to Product, Business and Engineering to improve current performance of VIP customers in the complaint area.
• Leverage existing tools to share reports with Business teams and help manage V/VIP churn and complaints.
• Ensure SLAs and KPIs are met with regards to subscriber QoE KPIs.
• Obtain SLA targets for VIP complaints handling and resolution.
• Continuously reduce V/VIP Broadband customer issues based on complaints within the agreed variance.
• Prepare weekly and monthly Service Performance Reports (e.g., Quality KPI Metrics Report).
• Provide recommendations to resolve issues on network or service problems, degradation & disruption submitted to other departments or divisions.
• Provide ad‑hoc KPI assessment reports to external NTG teams requiring network performance data.
• Resolve network performance/quality issues.
• Improve KPIs of VIP/HVC and Gold Cabinets.
• Issue Escalation Reports to concerned parties pertaining to network or service problems, degradation & disruption.
• Maintain CAPEX and OPEX expenditures within budget; manage expense variance with proper justification.
• Ensure timely execution of budget plans and strategic cash‑flow projections.

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.