VIP Service Management Expert
Location
makati, metro manila
Job Type
Full-time
Category
Management & Operations
Posted
June 19, 2026
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, ).
- 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 Managemen...