Customer Service Representative



Customer Service
Makati, Metro Manila, Philippines
Posted on Saturday, June 22, 2024

BCM One, a leading provider in global telecommunications services is looking to add a Customer Service Representative to our growing in-house team. The Customer Service Representative is a role vital to our Philippines team. This position will primarily involve handling outbound calls to address billing inquiries, tickets and updating tracker/Autotask system to initiate necessary client processes. Additionally, it will entail supporting data collection for new and existing client accounts.

Work Locations:

This position will be hybrid based out of our office in Makati City, Philippines. We are typically in the office 3 days per week with WFH the other 2 days. This is subject to change based on the demands of the position and company.


Night Shift - 9pm to 6am local. (9am to 6pm Eastern US business hours.)

What You Will Do:

  • Submit billing inquiries and tickets for TOG clients.
  • Catalog and manage open billing inquiries and tickets.
  • Contact suppliers for necessary follow-up actions.
  • Maintain clear and detailed documentation of ticket statuses.
  • Define and record next steps for each ticket.
  • Define and document expected resolutions for each ticket.
  • Escalate tickets to appropriate channels when necessary.
  • Collaborate with the IM/BSS team to gather data for Sophia inventory and contract modules.

What You Will Need:

  • Candidate must possess a bachelor’s degree or equivalent.
  • At least 1–2-year experience, ideally in the telecommunications industry.
  • Must have an excellent understanding in Microsoft Office 365 software.
  • Proven organizational, interpersonal communication skills.
  • Excellent communication skills, both written and oral.
  • Self-driven and can thrive in a fast-paced, ever-changing environment.
  • Strong organizational skill and goal-oriented
  • Ability to handle multiple request

Who We Are:

BCM One is a leading telecom provider of NextGen Communications and Managed Services that has been in business for 30 years with more than 18,000 business customers and 5,000 channel partners who rely on our products, services, and teams to support their critical underlying network infrastructure. BCM One is the parent company to our family of brands that includes SIP.US, SIPTRUNK, Flowroute, and SkySwitch.

Joining the BCM One team is a chance to be part of a financially strong company with an exciting growth story; over the past 3 years we’ve brought together leading companies in our space who have built products, services, and programs to innovate and disrupt our industry. Now, operating under one roof, we are taking BCM One to the next level and looking for talented individuals to help make that happen.

When you choose to work at BCM One, you get to work with a talented team and build experience with the leading technologies, suppliers, and partners in our industry. We don’t offer cookie-cutter solutions, so the opportunities are endless, and the work is always varied and interesting. We take our mission “to provide a world-class experience with every human interaction” seriously, which means everything you do makes a difference. And we’re committed to building and nurturing a diverse and inclusive workforce and environment that empowers you to do your best work, spread your wings and reach your full potential. At BCM One, we encourage our team to learn something new every day, so you don’t just become part of our growth story, we become part of yours.

Why BCM One

We are committed to creating an environment that fosters teamwork, accountability, innovation, and teamwork. Many BCM One employees have been with the company for 10+ years, which we think says a lot about our culture.

We Are a Team

  • We pride ourselves on our team-based approach to providing quality solutions for our clients. BCM One encourages a culture of collaboration, exposing employees to different areas of the business and fostering career growth.
  • We support employee involvement and provide opportunities to be responsible stewards via our BCM One Gives Back Program and our Emergency Fund to help our team members who are going through difficult times.

Hard Work is Recognized

  • We offer an Employee of the Quarter program with a monetary award and Employee of the Year that includes a 7-day vacation package to the Caribbean. In addition, we host various regional team-building gatherings throughout the year.
  • We believe in developing our team members and offer many opportunities for training, professional development and career growth.

Your Voice is Heard

  • We empower our team members to speak up and look for opportunities in challenges.
  • We have an Employee Council and a Diversity Equity and Inclusion Committee made up of volunteers from across the company who share a passion for making BCM One a great place to work and find ways to positively impact our communities.

How we take care of you:

  • Competitive industry salaries with annual reviews
  • Health Insurance (HMO with 1 free dependent)
  • Generous Paid time off
  • Company retirement plan
  • 13th month pay

BCM One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law.