Executive escalation officerGlobe Telecom, Inc.

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
Analyzes more complex trends, develops reports, and supports communication of issues to the business and IT throughout the problem recovery process. Champions and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility. Collaborates with key internal and/or external stakeholders to manage, maintain, and tailor problem and root cause analysis processes. Consults/Analyze on more complex assignments and/or projects for his/her assigned area(s) of responsibility.
DUTIES AND RESPONSIBILITIES
Customer managementand 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 owners
Communication Skills:
Excellent communication skills (written and verbal)
Ability to communicate correctly and clearly with all customers
Excellent documentation skills
Good comprehension skills - ability to clearly understand and state the issues customers present
Ability to concentrate - follow customers issues without distraction to resolution
Good composition skills - ability to compose a grammatically correct, concise, and accurate written response
Work successfully in a team environment as well as independently
Customer Focus:
Excellent customer service skills, including maintaining focus on the customer issue in a fast-paced environment
Ability to empathize with and prioritize customer needs
Demonstrates interpersonal skills with a diverse customer base
Demonstrates conflict resolution, negotiation, and de-escalation skills
Demonstrates ownership to resolve challenging customer issues, escalating when necessary
Ability to determine customer needs and provide appropriate solutions
Maintain regular and reliable attendance, including the daily schedule as assigned
Flexible with the working schedule expected to work weekends, holidays and events
Ability to work overtime as required by business with 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 assigned
Ability to approach problems logically and rationally
Action oriented and self-disciplined
Organized and detail-oriented
Ability 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 course
With 2 years experience in customer service industry (previous assignment in 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.