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Dreamscape Networks Inc.

URGENT! Be our Technical Support Manager! Competitive Monthly Offer awaits you!

Dreamscape Networks Inc.

With business certificates
Established in 2000 | 501-1000 employees
11th floor, Philam Life Center Cebu, Cebu Business Park, Cebu City, Cebu
Posted on : August 14, 2020
Job ID : 364186

Video Profile


Dreamscape Networks is Australia’s and Singapore’s #1 Domain and Website Hosting provider with a clear goal to be Australia’s and South East Asia’s #1 Online Solutions Provider. We are rapidly expanding into new high growth markets providing technology solutions to help our customers establish, build, maintain and grow their online presence.

Providing simple, innovative and affordable online solutions that change lives
To help customers achieve their online goals by delivering innovative, user friendly and intuitive, technology driven solutions to become the worlds most trusted and affordable online solutions provider, all backed by Best in World service
Dreamscape Networks’ five core values represent the principles and beliefs that have guided the company throughout the years. These values are reflected in employees’ decisions and actions every day.
  • Genuine – The Company believes that one of the most important lessons in life and business is the need to be authentic and honest.
  • Relentless – The Company is composed of a young and dynamic workforce with a high level of energy and motivation to work beyond the extra mile.
  • Passion – Dreamscape Networks operates with utmost passion and commitment to continuously serve its customers.
  • Excellence – The Company promotes a culture of excellent and commitment to continuously serve its customer.
  • Fun – Dreamscape Networks celebrates every successful milestone it achieves with togetherness as a company. It fosters a productive environment of working while having fun.
The Digital transformation is happening right now, so get on board!
  • Works closely with the Human Resources Department in recruiting, orienting, training, assigning, coaching, and disciplining Domain Specialists 
  • Monitors and reviews each Domains Support Team's performance 
  • Prepares a strategic plan for the continuous improvement of the team 
  • Ensures the plans are being implemented and actioned to meet the minimum required Best In World (BIW) customer service
  • Identifies customer service trends, determines system improvements, and escalates these to respective departments to enhance the overall system for the improvement of overall customer experience
  • Ensures improvement in Domains Support quality by monitoring and evaluating Domains Support strategies, analyzing results, and implementing necessary changes
  • Establishes and improves Domains Support policies and procedures for the department
  • Ensures Domains Specialists have managed all customer complaints or feedback in a satisfactory manner, resolving all issues within a reasonable time
  • Handles major customer incidents, such as, security issues, issuing of refunds, and compensation to customers
  • Makes oneself available to answer escalated, managerial, and supervisory calls to prevent further aggravation and escalation to executive level
  • Provides reinforcement to Domains Specialist by actively answering calls and emails whenever needed
  • Conducts regular daily huddle, weekly, bi-weekly or monthly meeting with respective team leaders/supervisor
  • Attends required weekly, monthly management meetings
  • Must have a Bachelor’s Degree, preferably in Information Technology
  • Must have at least 1 year of Managerial experience in the Customer Service industry  
  • Must have strong leadership and mentorship skills
  • Must have conflict resolution skills
  • Must have excellent planning, organization, and time management skills
  • Must be able to make decisions quickly and confidently based on company policies and practices
  • Must have excellent problem solving and negotiation skills 
  • Must have demonstrated ability to deliver excellent customer service and ownership
  • Must be able to take ownership on management decisions, customer-related cases and cluster performance
  • Must be able to task-switch and deal with interruptions while maintaining overall focus and accuracy on a background task
  • Must have superb analytical skills with efficient ability to evaluate data and implement applicable action items and initiatives 
  • Must have outstanding communication and interpersonal skills 
  • Must be knowledgeable in MS Office
  • Must have proficient skills and other basic reporting tools
  • Must be amenable to work permanent night shift

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