Customer Service Agent Level 1

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! Customer Service Agent Level 1 Mandaluyong, Metro Manila Reporting to: Team Leader We’re an award-winning global outsourcer providing contact center and back office services. As an agent for Customer Service, you will be required to provide a level of outstanding and unique service for our valued customers. A SNAPSHOT OF YOUR ROLE Understand customers’ needs and expectations whilst providing each customer with a personalized experience Answer customer inquiries and transfer calls to the appropriate department as necessary Ensure customer satisfaction by providing exceptional customer service Impact the company’s bottom line by resolving problems at first point and turning frustrated clients into repeat customers Contribute innovative ideas in the improvement of the customer journey Ensure quality and standards, policies and procedures are maintained at all times Perform other related duties as assigned by management Championing team culture-based initiatives such as the campaign's way Ensure complaints are resolved at their level with proper resolutions provided Adjust the level of support in accordance with the business needs Work with the management team to stay updated on product knowledge and be informed of any changes in company policies Ensure all processes are performed as per procedure A BIT ABOUT YOU Excellent in customer service. With excellent English communication, listening and organizational skills. Results oriented, self-directed, proactive. Able to adjust quickly to changing priorities and conditions in the work environment. Flexible schedule availability as per business requirements A solutions provider with a “CAN DO” attitude Good organizational skills and the ability to multitask and prioritize o Balanced decision-making Strong analytical and problem-solving skills Ability to effectively interact with staff at all levels of the organization Must be able to recognize opportunities for improvement of process and practices Ability to pro-actively offer ideas and solutions to issues affecting team performance o Excellent verbal and written communication skills Strong complaint handling, negotiation and conflict resolution skills preventing cancellations, ICOF disputes and TIO WHAT SUCCESS LOOKS LIKE High customer satisfaction. Achievement of team’s pre-defined KPIs and SLAs. Excellent feedback from customers. 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 Impact Passion Transparency 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/