Portfolio Company Positions

BCM One, a leading provider in global telecommunications services is looking to add a Customer Care Specialist to our growing in-house team. As a Customer Care Specialist, you'll be the go-to person for handling inbound calls and tickets from our awesome customers and our talented team members. You'll tackle everything from billing questions to escalations, especially during our busier times which tend to be around the first week of a new month. You will also get to work closely with other departments, like service delivery, billing, and even our technical whizzes on the NOC engineering team.

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.

Hours:

Night Shift - 9pm to 6am local time

What You Will Do:

• Work with all the departments from marketing to support pull the information from the silos and generate a complete view of the customer’s journey
• Personalize each customer engagement by way of dashboards and case reports
• Provide relevant customer interactions encompassing software knowledge skills
• Strategic Support account reviews to deliver/ capture trends by product
• Provide a holistic view of the customer and liaise internationally with other members of the support team globally and other technical teams to report on cases
• Liaise with Account Managers and the Senior Management Team to provide continual progress updates on high-profile cases/accounts
• Coordinate the international escalation of cases across time zones to ensure timely resolution of customer cases
• Investigate Customer Support tickets and ensure accurate records are written and updated onto our system
• Maintain a high level of customer satisfaction which is measured on a regular basis
• Ability to identify customer needs and escalate to Sales or other departments when applicable
• Ensure accurate records are written and updated with exceptional interpersonal and customer support experience required
• Strong communication skills and ability to communicate at all levels
• Document customer questions and/or problems in our customer relationship management system
• Follow standard practices and procedures in analyzing situations or data from which answers can be readily obtained
• Detail-oriented and work with a high degree of accuracy and efficiency
• Build stable working relationships internally and externally
• Apply company policies and procedures to resolve routine issues
• Ability to adhere to a predetermined work schedule as outlined in the Customer Support policy
• Perform other duties and business projects as assigned by the manager

What You Will Need:

• At least 2 years of customer service experience supporting telecommunications or billing related inquiries.
• Ability to apply mathematical concepts; Fractions, Percentages.
• At least 2nd-year level in college with strong Customer Service skills and experience.
• Proficient in MS Excel, Word, PowerPoint, Office, Project, Visio.
  
• Experience in servicing international markets, preferably US.
• Ability to read and interpret documents such as service records, safety rules, operating and maintenance instructions, and procedure manuals.
• Experience writing routine reports and correspondence.
• Ability to read, write and speak professional English. Must effectively communicate and present to groups of customers or employees regularly.

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, SkySwitch, Nexvortex and Pure IP.

Joining the BCM One team is a chance to be part of a financially strong company with an exciting growth story; over the past 4 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 2 free dependents)
• 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.