2022 Data Centre Technical Service Management (Rolling Intake)

About Globe

Globe Telecom, Inc. (Globe) is the leading Telecommunications company in the Philippines and the purveyor of the Filipino digital lifestyle. They provide cellular, broadband, and mobile data services by focusing on enriching their content offerings amid customers' growing preference for multimedia platforms across multiple screens and devices. They want to enrich lives through communications by simplifying technology so that they bring customers closer to what matters most.

Your role

Liaison between 'in-country' customers and internal teams as the service representatives to ensure customer success. TSM as the service representative ensures customer success by representing and managing customer expectations and acting as a liaison between STT GDC’s customers and internal teams. TSM will have to be familiar with the customer’s contract, SLA requirements, needs, the culture of operation, and requirements to ensure a smooth working relationship and ensure excellent customer experience when using STT GDC Phils. services. They are required to manage, track, monitor, and fulfill all customers’ requests, inquiries, issues, and complaints as well as provide technical support and clarification to our customers as deemed fit while also taking guidance and complying with STT GDC Phils. policies and standards.

1. Conducts regular service review meetings, submit meeting minutes, and ensures service reports are compiled and submitted timely to customers.

2. Troubleshoots and resolves issues and ensures timely closures by utilizing both customers and internal resources.

3. Be customers' interface for customer orders, project management, related escalations as well as customer audit requests.

4. Takes ownership of customer issues, logs billing incidents, and ensures resolution in a timely manner to the satisfaction of the customers.

5. Liaison with the customers and work closely with service delivery teams to share schedules, updates, reports, and Customer Acceptance Form.

6. Supports the Manager in annual reviews on documentation of Service Management Processes, SOPs, guides, and manuals.

7. Conducts onboarding meetings with new customers and provide post-sales support to the Account Manager including customer requests, orders, quotes, proposal, etc.

8. Compiles and submits TSM reports for DCTSM health report for the facility.

9. Prepares and compiles Method of Procedure for emergency and preventive maintenance activities, and review service-related client notifications.

10. Supports the company's annual Customer Satisfaction survey.

11. Any other duties or projects as assigned by the Management.

Training, development & rotations

Globe has invested more than P63 million in the learning and development of its over 8,000 employees through Globe University. Of the total Learning & Development budget, the company invested approximately P8.3 million in Newton, an online learning platform that provides employees access to a wide range of eCourses which they may take at their own pace and time to support their professional development.

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Compensation & benefits

Workers are entitled to the following rights:

• Equal work opportunities for all
• Security of tenure
• Specified work days and work hours
• Weekly rest day
• Safe working conditions
• Rightful wage and payment of wages
• Self-organization and collective bargaining
• Compensation benefits for work-related contingencies

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Career progression

Globe University, the company’s training arm, focuses on creating and providing collaborative and diverse learning experiences to enhance the capabilities of all Ka-Globe. Learning and development programs help upskill the workforce. Well-equipped and happy employees make for better customer service, aside from boosting their overall performance while working remotely. 

Work-life balance

Increased productivity while achieving common goals, trust and respect among co-workers, furthering one’s career with strong support in the workplace, development of long-lasting relationships, and, more importantly, a healthy work-life balance are positive results of having a good relationship with co-workers.

Managing boundaries is the key to ensure that they do not leverage relationships unfairly or create an environment of favoritism. They also emphasized the need to treat each team member with equal care, consideration, and respect. Whenever possible, it is important to include other people in work projects to further diversify their knowledge and perspectives. Importantly, they must be able to say NO even to their work friends to develop a culture of trust in respect. 

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Company culture

For a decade now, Globe has adopted a very customer-centric culture where the customers serve as a beacon for everything the company does.  This focus on the customer is key to the success of Globe over the years.

Keeping customers happy also translates to satisfied shareholders and motivated employees. This in essence is the principle behind Globe's Circle of Happiness that resides at the core of the company's culture. 

How to apply

To apply for this position, simply click the “Apply” button on this page

Source/s:

• globe.com.ph
• ph.indeed.com