Service Delivery Specialist

BCM One

1d•Hybrid

About The Position

BCM One, a global leader in communications technology, is seeking a Service Delivery Specialist to join our growing Ecommerce Operations team. In this role, you will ensure services are delivered efficiently and effectively to meet client needs and expectations. You will manage the service lifecycle, coordinate with internal and external stakeholders, resolve issues, and monitor performance to meet key metrics and service level agreements (SLAs). If you are detail-oriented, customer-focused, and enjoy problem-solving in a fast-paced environment, this is an excellent opportunity to be a vital part of BCM One's expanding global presence. 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. This position must live and be authorized to work in the Philippines; it is not eligible for relocation or sponsorship. Hours: Night Shift - 9pm to 6am local. (9am to 6pm Eastern US business hours.) 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, 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:

Requirements

A bachelor’s degree is preferred; however, relevant work experience combined with a high school diploma is acceptable.
At least 1 years of experience in provisioning, number porting, customer service, or telecom operations is preferred.
Strong attention to detail with the ability to accurately validate and enter data.
Excellent communication skills, both verbal and written, with the ability to actively listen and understand customer needs.
Proficient in data entry, data management, and familiar with order processing workflows.
Demonstrated problem-solving skills and ability to handle multiple priorities simultaneously.
Customer-service orientation with patience and professionalism in challenging situations.
Self-motivated, organized, and able to work effectively both independently and within a team.
Comfortable working in a dynamic, evolving team environment with a willingness to learn and adapt.

Responsibilities

Efficiently manage the end-to-end order processing cycle, ensuring accuracy and completeness of order details.
Coordinate with Sales, Technical, and Carrier teams to resolve discrepancies and ensure timely order progression.
Act as the point of contact for customer inquiries related to order status, provisioning, and service delivery.
Provision and activate messaging services such as SMS/MMS, while assisting with 10DLC and Toll-Free Number verification processes.
Manage port-out verification and activate fax services, including coordinating shipping of physical devices (fax ATAs).
Monitor service delivery compliance with regulatory requirements and company policies.
Maintain accurate and up-to-date records in service delivery databases and systems.
Proactively communicate any order delays, changes, or issues to customers and internal stakeholders.
Participate in continuous improvement initiatives and contribute to special projects as assigned by management.
Provide exceptional customer service during all interactions with resellers, carriers, and internal teams.