Executive Escalations Officer

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

Customer management and issue resolution

* To deliver the best possible customer recovery and end-to-end issue resolution

* To do that, agents are empowered and expected to think like ownersCommunication Skills:

Excellent communication skills (written and verbal)Ability to communicate correctly and clearly with all customersExcellent documentation skillsGood comprehension skills – ability to clearly understand and state the issues customers presentAbility to concentrate on customer's issues without distraction to resolutionGood composition skills – ability to compose a grammatically correct, concise, and accurate written responseWork successfully in a team environment as well as independentlyCustomer Focus:Excellent customer service skills, including maintaining focus on the customer issue in a fast-paced environmentAbility to empathize with and prioritize customer needsDemonstrates interpersonal skills with a diverse customer baseDemonstrates conflict resolution, negotiation, and de-escalation skillsDemonstrates ownership to resolve challenging customer issues, escalating when necessaryAbility to determine customer needs and provide appropriate solutionsMaintain regular and reliable attendance, including the daily schedule as assignedFlexible with the working schedule; may be expected to work weekends, holidays, and eventsAbility to work overtime as required by business most often occurring but not limited to in the weeks surrounding the Christmas holiday season.

Problem-solving Skills

Effective problem-solving skills including decision making, time management, and immediate prioritization of tasks as assignedAbility to approach problems logically and rationallyAction oriented and self-disciplinedOrganized and detail-orientedAbility to maintain composure in highly escalated situations Qualified candidates will be comfortable in a multi-tasking, high-energy environment. They will be creative and analytical problem solvers with a passion for excellent customer service

Qualifications Required

Graduate of any 4-year courseWith 2 years of experience in the customer service industry (a previous assignment in the Globe campaign is preferred)

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.

Globe Telecom is a telecommunications company and a dynamic organization that continues to work on delivering the best and personalized products and services to customers and at the same time, bringing happiness to its employees and shareholders. The Company’s products and services endlessly thrive and remain to enrich the lives of its millions of subscribers.Creating a wonderful world is what the company pursues to achieve. A wonderful world brings about enhancement of what Globe has to offer its subscribers. The employees make this possible by providing excellent services, allowing them to receive wonderful employee benefits in return. This builds a service culture that will differentiate us in the market and enable us to become a more trusted brand, ensuring our customers will keep coming back. In the end, shareholders feel wonderful about the organizational performance as our new mission, vision and values are greatly fulfilled.