Customer Service Agent (Voice/Non-Voice) - AU Telco)

POSITION DESCRIPTION 

 
Customer Service (Level 1) 
Location: Hybrid (Ortigas-Beta)
Reporting to: Team Leader 

We’re an award-winning business process outsource provider, to some of the world’s largest brands operating contact centers and back-office services from offshore, nearshore, and onshore locations to clients globally and serviced from Australia, Dominican Republic, Philippines and the United States. Known for our commitment to safety, flexibility, and innovation, we strive to be the partner of choice for businesses looking to leverage the best global BPO and AI resources. Our employee value proposition, Come for a career, stay for the fun, underscores our commitment to a vibrant, inclusive, and engaging work environment. 

A SNAPSHOT OF YOUR ROLE 

As a Customer Service (Level 1), you are responsible for ensuring that all employment and personal information of employees are kept and handled according to existing company policies on Information Security and Data Privacy. 

What you get to do every day as a Customer Service (Level 1): 

• Providing Australian mobile customers with an amazing customer experience through Voice, Chat and Email Channels. 

• Helping in acquiring new mobile customers for the continuing growth of the company 

• Assisting new customers in signups, processing their SIM orders, and providing updates 

• Troubleshooting basic network and handset issues 

• Working with and abiding by the Team Leaders in achieving team goals 

• Striving to become a consumer champion 

A BIT ABOUT YOU   

We are seeking an experienced Customer Service Representatives with an energetic 'can do' attitude to be a part of our dynamic customer service team. 

• Customer service and technical support experience 

• Australian Telco background 

• Australian accounts and TIO complaint-handling experience is a big advantage 

• Knowledge about various mobile phone manufacturers, models, and operating systems 

• Some exposure to Collections activities 

• Excellent written English skills 

• Fast and accurate typing skills (At least 60 words per minute) 

• Strong organizational skills and attention to detail 

• Ability to work pro-actively and without direct supervision 

• Ability to follow instructions 

MEASUREMENT OF SUCCESS 

• Account Specific Metrics 

• Client satisfaction metrics 

• Compliance level of company policies 

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 other. 

As an Acquire BPO employee, you are responsible for complying and enforcing policies and procedure designed to achieve information security. You are also responsible for protecting credit card, personal and/or sensitive personal information that you may handle or process during your employment in Acquire BPO.