root cause analysis OfficerGlobe Telecom

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 Handles customer recovery and 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 Handles customer recovery and issue resolution. Collaborates with support groups for the resolution. Socializes system issues and insights for root causing. REQUIREMENTS Graduate of any 4-year course At least 2 years of experience in Globe customer service With knowledge in systems navigation, Globe products, services and policies - both mobile and broadband Knowledge in Root Cause Analysis is an advantage DUTIES AND RESPONSIBILITIES Conducts root cause analysis and in depth investigations to identify failure points of customer issues and escalated complaints. Collaborates with various support groups for the identification of gaps, challenges and ways to improve the experience Reviews existing processes to either transform or make minor revisions on the handling to benefit both internal and external customers. Submits root cause analysis report to the partners/groups involved for monitoring of any pending deliverable from the erring group such as, but not limited to the listed items below: Coaching logs Submission of complete incident report Action plans and/or recommended solutions Ensures that recommendations for process improvements, system update/enhancement and training requirements are properly executed by the involved partners. Tracks trends and reports on the progress of the root cause analysis efforts to confirm that all reasonable actions have been taken to prevent future reoccurrence. Attends to dispute and alignments through cadences. Facilitates claw back to the erring group to address the errors and instill discipline to all partners. Conducts regular cadence with stakeholders to discuss: identified gaps/missed opportunities top drivers and common errors of the service breakdown insight/learnings improvements/solutions derived from RCA to stop recurrence of the issue sign off on cases with financial impact Conducts certification to succeeding RCA experts from partners, aligned with the Globe standards. BEHAVIORS: Effective communication Can explain complicated matters in a clear and concise manner Can use a variety of techniques/formats, selected to suit the needs of others and to aid understanding Can drive mutual and cross functional exchange of information Service Oriented Can drive actions to mitigate gaps through process improvements derived from the root causing efforts from escalated complaints Can initiate ways of improving standards by anticipating potential problems Problem Solving and Critical Thinking Can identify issues, carry out research and analysis accurately and methodically to identify the root cause of problems/issues Can drive improvement by recommending creative solutions, approaches and insights to customer issues and organizational processes Decision Making Can use effective approaches for choosing a course of action or developing appropriate solutions Can create relevant options for addressing problems and opportunities and achieving desired outcomes Entrepreneurial and Results Driven Can actively seek out and identify opportunities to develop and offer solutions within or outside the organization Can propose innovative ideas and initiates actions that may involve deliberate risk to achieve a recognized benefit or advantage Can take risks in improving customer experience, while holding self and others accountable Collaboration and negotiation Can build constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect Can use a win-win approach to resolving conflicts or conducting negotiations Can diplomatically handle challenging or tense interpersonal situations Can adjust approach to changing situations and needs 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.
Monster

Philippines
Permanent
Full-time