Customer Service Agent at Acquire Intelligence

Pasig, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

30 Aug, 26

Salary

0.0

Posted On

01 Jun, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Issue Resolution, Technical Troubleshooting, Billing Management, Account Management, Communication Skills, Problem Solving, Attention To Detail, Technical Aptitude, Empathy, Multitasking, Customer Education

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! Key Responsibilities: 1. Customer Support and Issue Resolution: Respond promptly to customer inquiries via chat, following standard scripts and procedures. Identify and assess customers' needs to ensure timely resolution of routine issues. Provide accurate information regarding products, services, billing, and basic technical support. Troubleshoot routine connectivity issues, equipment problems, and service interruptions, aiming for first-call resolution. Ensure all customer interactions and activities are accurately recorded in the system. 2. Service Provisioning and Activation: Assist customers with basic new service setup, including account creation, service activation, and equipment installation. Guide customers through the standard process of upgrading or modifying services based on their needs. 3. Billing and Account Management: Handle routine billing inquiries, process payments, and ensure accurate billing adjustments. Update customer accounts with standard information and service changes as needed. Monitor customer accounts for overdue payments and initiate follow-up actions as per company policies. 4. Technical Support and Troubleshooting: Diagnose and resolve basic technical issues related to internet connectivity and equipment setup. Escalate complex technical issues or problems that require higher-tier support. Provide clear and concise instructions to customers for troubleshooting steps or self-service options. 5. Customer Education and Product Knowledge: Educate customers on the features and benefits of products and services. Stay informed on standard product offerings and updates to better assist customers. 6. Quality Assurance and Feedback: Maintain a high level of professionalism and customer satisfaction during all interactions. Collect customer feedback and escalate recurring issues to management for improvement. Meet established performance metrics such as call handling time, first-call resolution, and customer satisfaction scores. Qualifications and Skills: Excellent communication skills with a customer-focused approach. Basic problem-solving skills and attention to detail. Technical aptitude and ability to quickly learn new systems and software. Patience and empathy in dealing with customer concerns and complaints. Ability to work efficiently in a structured environment and manage multiple tasks. Prior experience in customer service or technical support roles is advantageous but not mandatory. 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 is responsible for providing customer support via chat, resolving routine technical and billing issues, and assisting with service activation. They must maintain high professionalism while meeting performance metrics and recording all interactions accurately in the system.