VIP Service Management Expert

Globe Telecom; Makati; On-site; PHP 1,000,000 - 1,500,000; Full time

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.

Skills

VIP customer experience

Service management

Monitoring & analytics

Issue analysis

Cross-functional collaboration

Job description

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.

Job Description

End-to-End (E2E) Service Management Expert with proven expertise in overseeing service network performance for High Value Cabinets and delivering superior customer experience for VVIP and High-Value Customers in Fixed Broadband Services across multiple technologies (VDSL, GPON, LTE@Home). Skilled in proactive monitoring and analytics, with strong capabilities in issue analysis, resolution of escalated customer complaints, and ensuring rapid service recovery. Adept at cross-domain collaboration to facilitate seamless resolution of network concerns and uphold premium service standards.

Job Description

• 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 solution to V/VIP customer issue endorsed by, SLT. NTG/Business Mancom, EG/SG/ Platinum, Exec Endorsed, Service Desk and CXM, CLSG, SAQ, Stores, etc.
• Level 2 support to TAC to resolve related V/VIP customer issue.
• 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 & timeline
• Facilitate meetings for escalated & V/VIP Broadband customer issues
• Join technical bridge /meeting to provide input on incident, restoration, call technical bridge for aging V/VIP tickets
• Join management bridge to provide visibility to a body of cross-division upper managers of aging V/VIP incidents.
• Onsite support if needed
• Support Problem Management
• Creation, follow through and closure of Problem Ticket based on agreed criteria
• Identify customer issues triggered by Broadband complaints and 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 and generate reports and flag issues seen to pertinent support groups for timely resolution
• Ensure that V/VIP subscribers get the best possible customer experience from Globe's network
• Updating of V/VIP Mobile subscriber issue tracker.
• Analyze VIPs frequently experiencing failures and create V/VIP Mobile Hotspots.
• Support and provide report needed for V/VIP subscriber experience to SRP, SMRB, NTG ManCom and all pertinent support groups
• Support initiatives internal/external to SMD that has impact on customer experience improvement.
• Liaise with support group such as Exec/ Icon, ROC, NOC, BAPE, FO CFS, ISG and CFU's for V/VIP related customer issues
• Provide pro-active 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 subs QoE KPIs
• Obtain SLA target for VIP complaints handling and resolution
• Continuous reduction of V/VIP Broadband customer issue based on complaints within the agreed variance.
• Weekly, and Monthly Service Performance Reports (e.g. Quality KPI Metrics Report)
• Recommendations (Report) to resolve issues on network or service problems, degradation & disruption submitted to other departments or divisions.
• Provides ad-hoc reports (on KPI assessment) to external NTG teams requiring network performance data
• Resolved network performance/quality issues
• Improved KPIs of VIP/HVC and Gold Cabinets
• Escalation Report issued to concerned parties pertaining to network or service problems, degradation & disruption. The Escalation Report’s major contents are as follows:
• Issues
• Action points
• Ageing (unresolved items), and
• Supporting statistics (if applicable)
• Inventory and tracking system that will monitor and document all solutions implemented by the VIP team as well as account for all pertinent equipment used to deliver said solution
• CAPEX and OPEX expenditures are maintained within budget.
• Sufficient and well-managed OPEX/CAPEX supporting Dept./Division projects/initiatives and business requirements
• Well-explained expense variance, with proper justification of unused budget and expenses exceeding budget.
• Timely executed budget plan and strategically projected availment and cash flow.

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.

Requirements: