101090010201 at Acquire Intelligence

Pasig, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

27 Jun, 26

Salary

0.0

Posted On

30 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Technical Support, Problem Solving, Verbal Communication, Written Communication, Interpersonal Skills, Troubleshooting, Warranty Handling, Oracle System, Knowledge Base Utilization, Multi-tasking, Time Management, Active Listening, Independent Decision Making, Critical Thinking, CSAT Champion

Industry

Outsourcing and Offshoring Consulting

Description

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! A SNAPSHOT OF YOUR ROLE You’re the genie that fulfils our customer’s needs. As a Product/ Technical Support Agent, you must represent our company well by being responsible, punctual and motivated to go above and beyond the call of duty. You must also be highly detail-oriented and organized with good problem-solving abilities. It is also important that you display excellent verbal and written communication and interpersonal skills. Your day could see you: Answer inbound calls from customers (or potential customers) who have questions and/or need help with consumer electronics, and handle upsell. Ability to provide professional telephone skills with proper phone etiquette required. Perform troubleshooting, handle warranty matters and general tech related questions, identify and escalate priority issues to next level support when appropriate. Gather and record customer information, concern/s, and action taken in an ORACLE system. Utilize the knowledge base system for product and policy information needed to resolve customer issues and questions. Constantly learning new technology in the consumer electronics market, focusing on audio and video. A BIT ABOUT YOU Strong customer service orientation with attention to detail specific to consumer electronics. Knowledge of Bluetooth, WiFi, APPs, Casting/Beaming technology as well as home audio technology is a huge plus but not required. 2+ years technical inbound call center experience or demonstrated equivalent work experience. Problem solving and critical thinking skills. Great multi-tasking skills. Prioritize and effectively manage time. Flexible work schedule- Candidates must be available to work weekend shifts. Positive attitude and excellent interpersonal skills. Good oral and written communication. Good judgment and independent decision making. Work effectively with windows-based computer systems. MAC experience a plus. Great active listening skills. Effectively interact in a professional and courteous manner with customer. Demonstrate initiative and interest in self-development is a huge plus. Strong critical thinking skills and ability to identify and solve problems with minimal oversight. A CSAT champion/top performer. With a knack for multi-tasking. Able to solve problems and work under minimal supervision. Adept in learning new workflows and additional tasks/assignments. WHAT SUCCESS LOOKS LIKE High customer satisfaction. Excellent feedback from customers. Achievement of KPIs. WHAT WE VALUE We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values: Collaboration: Brilliant jerks can be brilliant elsewhere. Impact: Do, get it done, create impact. Passion: Be positive, bring passion and energy. Transparency: A transparent team can help each with other. Join the A-Team and experience the A-Life! Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on “Access Rights to Personal Data” or send us an email to privacy@acquirebpo.com. Please refer to our Privacy Policy at https://acquirebpo.com/au/privacy-policy/

Responsibilities

The agent will be responsible for answering inbound calls from customers needing assistance with consumer electronics, handling troubleshooting, warranty matters, and identifying upsell opportunities. This role requires gathering and recording customer interactions accurately in the ORACLE system while utilizing the knowledge base for resolutions.