Trade Support Specialist

Trade Support Specialist | Earn up to 25k*! | Ortigas

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.

ASNAPSHOT OF YOUR ROLE

This position is primarily responsible for providing assistance to customers(tradies) through inbound and outbound calls, chat, or email satisfactorily while maintaining service level agreement. This role is also expected to endorse, escalate or transfer tasks efficiently when needed to.

REQUIRED COMPETENCIES  

• Positive working attitude 
• Experience in the field of customer service with CSAT 
• Effective communication and active listening skills 
• Excellent command of the English language (spoken and written) 
• Good problem-solving / decision-making skills 
• Experience in using Google docs and sheets 
• Able to multitask 

CORE RESPONSIBILITIES  

• Assist customers(tradies) over the phone, chat or email in a timely manner 
• Meet personal/team qualitative and quantitative targets 
• Identify customer(tradie)’s needs, clarify information, address every issue and provide solutions and/or alternatives satisfactorily 
• Collaborate with another team or team member to improve customer service 
• Providing feedback on the efficiency of the customer service process 
• Document customer(tradie) interactions/concerns, offered resolution and outcomes properly on the account 
• Identify when there is a need to transfer, endorse or escalate the customer(tradie)’s concern
• Educate customers on self-service options 

DETAILED RESPONSIBILITIES PER LINE ITEM OF CORE RESPONSIBILITIES 

Assist customers(tradies) over the phone, chat or email in a timely manner  

• Provide assistance to customers over the phone efficiently for both inbound and outbound calls. 
• Respond to chat messages sent by customers in a professional way within the service level agreement. 
• Respond to emails from customers in a professional way within the service level agreement. 
• Respond to voicemail messages left by customers within the service level agreement. 
• Respond and action to queries that are channeled through the social media tool. These can be public posts, mentions or even direct messages from both homeowners and tradies 
• Assist tradies 7 days a week to make sure our paying customers have enough support they need. 

Meet personal/team qualitative and quantitative targets  

• Avoid tardiness or absences to prevent attendance markdowns. 
• Familiarize yourself with the QA guidelines. 
• Focus on completing tasks within the service level agreement. 
• Aim to meet at least the passing score for KPIs. 
• Go above and beyond the KPIs to achieve the team’s target. 

Identify customer(tradie)’s needs, clarify information, address every issue and provide solutions and/or alternatives satisfactorily  

• Allow customers to explain/discuss their reason for contacting us. 
• Ask probing questions to elaborate. 
• Confirm the concern by paraphrasing. 
• Offer resolution or suggest alternatives in a positive manner to ensure satisfaction. 
• Have an engaging conversation with the customer in a positive tone. 

Collaborate with another team or team member to improve customer service  

• Identify the need to communicate with another team or team member to resolve the customer’s concern 
• Collaborate with different teams to enhance the customer experience as part of quarterly goals 
• Reach out to different team members to address the customer’s needs 
• Endorse requests to Managers or POCs when needed 

Providing feedback on the efficiency of the customer service process  

• Giving personal insight into current processes where you see the need for improvement. 
• Offer alternative solutions for sudden issues that would have an impact on the customer experience. 
• Innovate the current processes to tailor fit them with our core values. 
• Share your ideas on how we can approach the customer better with processes that affect the customer experience. 

How many years' experience do you have in the BPO industry?

Acquire BPO is an award-winning, global business outsourcer with 8,500+ staff operating out of Class A offices in 16 locations across the Philippines, Australia, the Dominican Republic and the US, as well as from comprehensive Work-from-Home environments, where client-permitted. We are one of the fastest-growing BPO companies and Australia’s largest outsourcer to the Philippines. We have 16-years’ experience 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 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.

Apply with us today to #AcquireTheALife. Acquire BPO is committed to providing quality services to you and 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. Please refer to our Privacy Policy at

Acquire BPO is an award-winning, global business outsourcer with 8,500+ staff operating out of Class A offices in 16 locations across the Philippines, Australia, the Dominican Republic and the US, as well as from comprehensive Work-from-Home environments, where client-permitted. We are one of the fastest-growing BPO companies and Australia’s largest outsourcer to the Philippines. We have 16-years’ experience 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 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.

Apply with us today to #AcquireTheALife. Acquire BPO is committed to providing quality services to you and 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. Please refer to our Privacy Policy at

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Perks and benefits

HMO Coverage up to 2 dependents, Non-taxable allow

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