Customer Service Representative

Customer Service Representative (Care & Resolutions)
Location: Philippines
Reporting to: Team Leader

Acquire BPO is 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.

Why Join the A-Team? 

• HMO coverage for you and your family 
• Yearly Kick Off Parties with major giveaways (like the car in 2023) 
• Get recognized through our ‘Value Awards’ 
• Grow your career - yes, we love to promote internally  
• Do meaningful work and collaborate with the best 
• 900 promotions given each year 
• 2,700+ leadership training courses 

A Glimpse into Your New Role 

As a Care & Resolution Agent for - M2 Energy Customer Service, your frontline role is integral in meeting the business objectives and contributing to the success of the organization.

• Energy Care & Resolution Agent interacts with clients through inbound and outbound calls and ensure their service or product-related concerns are resolved.

• Team members who demonstrate reliability in their role, provide exceptional customer service and tailored-fit resolution to client’s issues.

• An Energy Care Agent handle basic payments, billing enquiries, service order and transfer queries. They will be upskilled as Energy Resolution Agent and will handle advanced supply and meter related enquiries.

• Resolve product or service problems by clarifying the customer's concern, determining the cause of the problem, selecting, and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution

• Answer customer inquiries and transfer calls to the appropriate department as necessary

• Ensure customer satisfaction by providing exceptional customer service

• Ensure complaints are resolved at their level with proper resolutions provided

• Effectively manage and provide tailored-fit resolution for cancellation and OMB threats

• Obtain & properly document all required information about call interactions in all relevant systems

• Generate leads for additional services such as mobile and NBN on all applicable calls

• Ensure quality and standards, policies and procedures are maintained at all times

• Championing team culture-based initiatives such as the campaign's way

• Perform other related duties as assigned by management

• Contribute innovative ideas in the improvement of the customer journey

What You’ll Bring 

• Strong computer skills required

• Should have a track record of meeting targets and delivering on targets

• Excellent verbal and written communication and customer service skills

• Ability to multi-task and work in a fast paced, high stress environment

• Ability to build productive business relationships with clients

• Strong organizational, analytical and managerial skills

• Must possess a professional, courteous, and resilient attitude

Join the A-Team and experience the A-Life!