Customer Care at Acquire Intelligence

Pasig, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

28 May, 26

Salary

0.0

Posted On

27 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Facing, System Driven Tasks, Auction Operations, Salesforce, IP Admin, VeriTread, SOP Adherence, SLA Adherence, Buyer Pickup Coordination, System Updates, Communication, Schedule Pickups, Item Status Updates, Site Access Agreements

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! The Outsource role is responsible for executing high-volume, repeatable, customer-facing and system-driven tasks within auction operations. This role requires a working knowledge of Ritchie Bros. auction platforms, systems (Salesforce, IP Admin), and logistics tools (VeriTread), along with disciplined adherence to SOPs and service level agreements (SLAs). The work supports event operations by ensuring smooth buyer pickup coordination, timely system updates, and effective communication with internal and external stakeholders. Key Responsibilities & SLAs Responsibility Description SLA Systems Access Required 1. Schedule Pickups For RBA live auctions, direct buyers to simplybook.me. For online auctions (IP, TP, SS), book via VeriTread CAM tool (login required). Note: GP (Great Plains) is excluded due to process variability. Some sites (e.g., mine locations) require manual support. 2 hours IP Admin, Salesforce, VeriTread 2. Update Item Status to Picked Up (Reactive) Update item status upon buyer notification. Requires IP Admin Pickup Access. Risks: Incorrect pickup reports from buyers; some require SN team support to advance status. 4 hours IP Admin, Salesforce 3. Address/Site POC Notify buyer of follow-up. 24 hours IP Admin, Salesforce, VPN Correction Email internal contact (e.g., CAM Core Agent) to confirm correct details. If unresolved in 48 hours, submit RTS. 4. Collect and Forward Site Access Agreements Email buyer the form; upon receipt, forward the signed agreement to the site POC. 2 hours Salesforce, Email Templates 5. Proactively Determine Pickup Status Email site POC and buyer for confirmation; update item status accordingly 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 role involves executing high-volume, repeatable, customer-facing, and system-driven tasks within auction operations, focusing on smooth buyer pickup coordination and timely system updates. Key duties include scheduling pickups using specific tools, updating item statuses upon notification, and managing site access agreements.