Customer Experience Specialist managing customer relations and order processes in Riga. Delivering solutions for customer inquiries and collaborating across departments to enhance satisfaction.
About the role
- Customer Support & Compliance Specialist at BCM One providing training and support on 10DLC regulations. Handling customer inquiries in a hybrid office setting in Bacolod City, Philippines.
Responsibilities
- Inform and follow up with partners and customers to educate them on recent changes to policies that could affect their brands, campaigns, and SMS numbers.
- Keep track of the latest messaging campaign policies and ensure compliance with all policies and procedures related to CSP operations.
- Manage tickets related to 10DLC and Toll-Free verification.
- Inform partners of the status of the 10DLC and Toll-Free verification registrations.
- Monitor, troubleshoot, and escalate SMS number issues (assignment and enablement) to carriers, partners, and the Development Team when necessary.
- Provide Minutes of the Meeting during weekly meetings by the department as needed.
- Handle issues, inquiries or requests, ranging from simple to complex, relating to 10DLC and TF Verification raised by Partners or BCM One entities.
- Perform other duties as assigned.
Requirements
- Bachelor's degree, preferably with Electronics and Communication Engineering (ECE), Information Technology, Business Administration courses.
- Experience in a customer service related position and/or BPO, call center environment is preferred.
- Experienced in customer care, help-desk support, or customer support.
- Must read, write, and speak professional-level English.
- Must work well in a team-oriented environment.
- Must be willing to work the night shift.
Benefits
- Health Insurance (HMO with 1 free dependent)
- 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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