Customer Experience Director overseeing Service Desk operations at a large multinational IT managed service company. Focused on operational excellence, stakeholder management, and team collaboration.
About the role
- Customer Care Specialist at BCM One handling customer inquiries, focusing on billing issues and collaborating with various internal departments. Position is hybrid based in Makati City, Philippines.
Responsibilities
- Handle inbound calls and tickets from customers and team members.
- Tackle billing questions and escalations, especially during peak times.
- Work closely with departments like service delivery, billing, and technical teams.
- Personalize customer engagement with dashboards and case reports.
- Provide strategic support and account reviews to deliver and capture trends.
- Liaise internationally with support and technical teams to report on cases.
- Maintain accurate records of Customer Support tickets and customer interactions.
- Ensure high level of customer satisfaction through proactive service.
Requirements
- At least 2 years of customer service experience supporting billing related inquiries.
- Proficient in MS Excel, Word, PowerPoint, Office, Project, Visio.
- 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.
- At least 2nd-year level in college with strong Customer Service skills and experience.
- Ability to apply mathematical concepts; Fractions, Percentages.
- Must effectively communicate and present to groups of customers or employees regularly.
- Ability to identify customer needs and escalate to Sales or other departments when applicable.
- Strong communication skills and ability to communicate at all levels.
Benefits
- Health Insurance (HMO with 2 free dependents)
- Generous Paid time off
- Company retirement plan
- 13th month pay
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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