Platinum Relationship Manager

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

The role acts as the dedicated point of contact for customers regarding the Platinum Brand, with a focus on consistently delivering a top-notch experience. This involves closely engaging with customers, building relationships, and embodying the brand essence in all interactions. The primary objective is to cultivate strong loyalty and advocacy towards both Globe and the Platinum brand, aiming to retain customers and ensure ongoing consumption of a diverse range of Globe products and services.

Job Responsibilities

CUSTOMER MANAGEMENT

-Conducts direct customer initiatives, including regular visits for introduction, relationship building, recovery, referrals, and sales. Implements monthly proactive outreach through calls or texts to maintain an ongoing customer relationship.

-Identifies and addresses customer pain points for continuous improvement in the overall experience. Ensures seamless and consistent delivery of the customer experience across all Globe channels.

-Monitors and resolves negative experiences, taking responsibility for sensitive and high-profile cases. Coordinates with Platinum-centric channels like Thea, Hotline, Self Service, and Stores for a cohesive customer experience.

-Oversees comprehensive customer portfolio management, addressing inquiries and concerns with efficiency, urgency, and care within specified Service Level Agreements (SLAs). Implements a closed-loop process for customer inquiries across all channels, maintaining a proactive and responsive customer service approach. Conducts credit and collection reminders for unpaid, overdue, and historic balances to maintain portfolio health.

Monitors telco and non-telco behaviors, providing tailored recommendations and suggesting the latest devices, services, and promotions. Initiates customer profiling initiatives for a deeper understanding of preferences, lifestyle choices, and end-user information. Identifies business opportunities for portfolio expansion through insightful profiling and updates the customer database regularly.

-Facilitates essential technical setup and troubleshooting for the diverse array of devices and services offered by Globe, spanning mobile, Broadband, SG, and EG businesses. This includes, but is not limited to:

• Seamless data transfer across multiple device operating systems

• Configuration of indoor signal booster devices (e.g., Femto)

• Setup and troubleshooting within the Apple product ecosystem

• Broadband modem setup

• Navigation of Globe-owned apps (e.g., GCASH, Globe One)

• Utilization of Globe Self-Service channels (e.g., Thea, Gie)

• Configuration and registration for content-partner apps (e.g., Netflix)

CUSTOMER GROWTH

-Drive customer base growth through Upgrades and Cross-Selling. Regularly review customer accounts in the CLV base to identify opportunities for upselling and cross-selling. Tailor personalized offers for devices, services, and solutions based on customer usage and behavior. Leverage the promoter base to make relevant recommendations aligning with customer behavior and lifestyle.

-Monitor and track targets, set projections, and prepare comprehensive sales funnel reports highlighting key drivers. Present findings and business plans to critical stakeholders.

-Propose strategic initiatives to generate hot leads and convert potential customers into actual upgraders.

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.