Customer Advocate at Acquire Intelligence

Pasig, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

11 Mar, 26

Salary

0.0

Posted On

11 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Negotiation, Salesforce, Interpersonal Skills, Analytical Skills, Organizational Skills, Problem Solving, Data Entry, Communication Skills, Teamwork, Flexibility, Motivation, Continuous Improvement, Empathy, Ownership, Commitment

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! Position: Customer Advocate Reporting to: Regional Renewals Manager Location: Ortigas Center, Pasig City (Onsite) Working Hours: Mid/Night Shift Start Date: ASAP Company is a global provider of mission-critical, industry-specific software solutions. Our mission is to solve tomorrow’s unique challenges today with unrivaled, purpose-built software and superior customer experiences from people who care. Our industry-specific solutions, designed to maximize business value and process efficiency, are at the heart of our customers’ operations. Over 10,000 organizations in more than 20 industries across 80+ countries trust company’s solutions at their core to assist with running their operations. General Job Summary The Customer Advocate (CA) role is a key contributor on the Renewals team. The Customer Advocate will proactively initiate the annual renewals process and drive all phases of the renewal lifecycle. This includes leading the renewal sales process with key stakeholders by facilitating the preparation, delivery and negotiation pricing options, revising assets, obtaining quote/PO approvals, and filing appropriate paperwork. The CAs role is to drive and manage the renewal pipeline. Additionally, the CA works directly with the Renewals Analyst (RA) to ensure timely and efficient renewals processing, while working cross-functionally with Business Leaders and Account Management to solicit updates and feedback on deliverables related to renewals processing closures. The CA is also expected to gain a understanding of their customer base’s pain points and how company can bring them additional value and modernize their business by utilizing the Sales & Support Team and identify internal opportunities where applicable. What your responsibilities are: Provide full range of customer service to assigned clients by phone or email. Full range of customer service includes handling of incoming calls and outgoing calls. The offered customer interaction should be of highest quality, accurate, polite, and competent. Customer care representatives work duties can as well include data entry to clients’ programs and other tasks. The data entry tasks should be made on account ownership, precise, and without mistakes. Additional responsibilities may be added as the needs of the business change and expand. Be receptive to feedback and coaching from Team Leaders and other customer service representatives. Listen, ask questions, and enthusiastically implement the tools given to improve the quality of your work. Help to keep motivation high by being supportive to your colleagues Meet, and exceed targets set by your operations for different clients/projects. Propose ideas for continuous improvement. Meet or exceed all attendance minimums. Be actively involved in problem solving and propose improvements to processes. You will be successful if you have: A positive can-do attitude. Have very good interpersonal skills (both written and oral) Take ownership for quality, competence, and commitment. Be highly motivated and prepared to work hard. Have high personal energy and enjoy a lively environment. Be highly flexible and welcome change/improvements. Knowledge and Skills Required: At least 2 years of customer service experience, preferably someone who’s handled customer escalations Strong ability to negotiate solutions and offers to customers Computer and tech savvy; Working experience using Salesforce is an advantage Excellent understanding of the US or North American culture and customer – demonstrate the ability to empathize and connect with the customer Excellent written and verbal English communication skills; ability to hold and lead a conversation Strong analytical and organizational skills Demonstrate the grit to be part of a growing team and recognizes opportunities to move up and contribute to a bigger role later on 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 Customer Advocate will proactively initiate the annual renewals process and drive all phases of the renewal lifecycle. This includes leading the renewal sales process and managing the renewal pipeline while collaborating with various stakeholders.