Philippines Job Openings
Acquire BPO
Customer Contact Officer
Pasig City
FULL TIME
September 16, 2024
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 Contact Officer
Location: Ortigas
Reporting to: Team Leader
Location: Ortigas
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 Contact Officer, 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 Contact Officer:
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You'll be an ambassador for one of Australia's largest and most prominent ticketing and event suppliers.
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Your normal day will actually be different every day as you support customers to have an extraordinary experience across many new and different events, across sport, arts, music and more, right across hundreds of venues throughout Australia.
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You'll be helping find solutions for customers to experience some of their dreams featuring some of the biggest artists on the planet! This is an exciting opportunity across multiple platforms, where you'll be working with phone, email and social media contact. Don't miss out on being a part of those on the inside of the entertainment industry.
As a Customer Contact Office, you will:
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Respond to general enquires and booking requests
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Process refunds for cancelled and rescheduled events
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Update articles on our help centre
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Speak with customers across our omni support channels (social, email, calls, chat)
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Work across our Ticketing System and CRM Maintain accurate customer account information
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Process refund, cancellations, manage ticket orders
As a team member, you will:
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Communicate with style and professionalism, across all levels of business relationships, both internally and externally.
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Demonstrate credibility as you represent the team, the business and the brand through all your interactions.
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Take Inbound and outbound calls - can be moved around, have a few changes depending on queue
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Be adaptable, able to mold to an ever-changing environment.
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Have the proven ability to problem solve, both being able to think of, and implement innovative solutions to everyday problems.
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Have well-developed time management skills with the ability to deal with conflicting deadlines.
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Possess a keen eye for detail whilst demonstrating a sense of urgency in delivery.
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Be able to quickly establish rapport and develop client relationships with a variety of stakeholders.
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Be a team player willing to strive to deliver exceptional results.
ROLE RESPONSIBILITIES
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Customer Service
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Share up-to-date product and system knowledge
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Process bookings, ticket sales and dispatch tickets
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Build rapport quickly with our customers
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Maintain accurate customer account information
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Friendly and polite customer focused service
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Demonstrate professional behavior at all times
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Coordinate single ticket, group and special booking enquiries and sales
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Manage commitments to customers and responses to customer issues in line with company values, objectives and service standards
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Provide first contact resolution and meet customer expectations
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Provide customer service delivery and experience in line with agreed standards, policies and procedures
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Provide a consistent high level of customer service to all customers through up-to-date product and system knowledge, identification of customer expectations and management of issues
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Process credit card payments, in line with PCI compliance, ensuring confidentiality to customer details
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Address, resolve and escalate customer issues in a timely and efficient manner with customer satisfaction and enhancement of the campaign’s reputation
EMPLOYEE RESPONSIBILITIES
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Demonstrate a positive and professional communication style.
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Participate in and support a team environment.
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Communicate in a clear, timely and consistent manner.
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Share information in a positive way.
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Follow company policies and procedures.
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Support and participate in a safe workplace culture
A BIT ABOUT YOU
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Confident with technology able to work across an omni channel customer service strategy.
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Communicate with style and professionalism, across all levels of business relationships, both internally and externally.
-
Demonstrate credibility as you represent the team, the business and the brand through all your interactions.
-
Be adaptable, able to mold to an ever-changing environment.
-
Have the proven ability to problem solve, both being able to think of, and implement innovative solutions to everyday problems.
-
Have well developed time management skills with the ability to deal with conflicting deadlines.
-
Possess a keen eye for detail whilst demonstrating a sense of urgency in delivery.
-
Be able to quickly establish rapport and develop client relationships with a variety of stakeholders.
-
Be a team player willing to strive to deliver exceptional results.
Desirable experience & skills
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Excel and Word skills at an intermediate level.
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Documentation and business communication skills.
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Relevant industry experience
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Process development.
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Strong PC Skills and experience in Microsoft Office applications
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Previous experience on AU accounts with knowledge and understanding of AU locations/cities/states is preferable
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Previous experience using Zendesk
MEASUREMENT OF SUCCESS
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Account Specific Metrics
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Client satisfaction metrics
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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:
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Collaboration: Brilliant jerks can be brilliant elsewhere.
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Impact: Do, get it done, create impact.
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Passion: Be positive, bring passion and energy.
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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.
Join the A-Team and experience the A-Life!
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