Customer Care

Acquire.AI; Pasig, Hinoba-an; On-site; PHP 279,000 - 424,000; Full time

Benefits offered by this job

Work-from-Home environments

Career development programs

Competitive compensation and benefits

Job summary

Acquire Intelligence is seeking an Outsource role specialist to manage high-volume, repeatable customer-facing tasks within auction operations. The candidate must navigate Salesforce, IP Admin and VeriTread, while adhering to strict SOPs and SLAs to support buyer pickups and site coordination.

The role emphasizes timely updates, effective communication with internal and external stakeholders, and precise documentation to keep auction operations running smoothly.

Qualifications

• Experience in BPO/contact center operations.
• Able to handle high-volume, repeatable tasks with accuracy.
• Strong communication and coordination with internal and external stakeholders.

Responsibilities

• Schedule pickups for live and online auctions using booking tools (e.g., simplybook.me, VeriTread CAM).
• Update item status to Picked Up upon buyer notification; ensure IP Admin pickup access is available.
• Notify buyer and site POC; email CAM Core Agent for corrections; escalate if unresolved within 48 hours.
• Collect and forward site access agreements via email to the site POC; forward signed agreements.
• Proactively determine pickup status by emailing site POC and buyer for confirmation and updating records.

Skills

Salesforce

IP Admin

VeriTread

SOP adherence

Communication

Tools

Salesforce

VeriTread

IP Admin

Job description

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!Job DescriptionThe Outsource role is responsible for executing high-volume, repeatable, customer-facing and system-driven tasks within auction operations. This role requires a working knowledge of Ritchie Bros. auction platforms, systems (Salesforce, IP Admin), and logistics tools (VeriTread), along with disciplined adherence to SOPs and service level agreements (SLAs). The work supports event operations by ensuring smooth buyer pickup coordination, timely system updates, and effective communication with internal and external stakeholders.Key Responsibilities & SLAsResponsibility Description SLA Systems Access Required1. Schedule Pickups For RBA live auctions, direct buyers to simplybook.me. For online auctions (IP, TP, SS), book via VeriTread CAM tool (login required). Note: GP (Great Plains) is excluded due to process variability. Some sites (e.g., mine locations) require manual support. 2 hours IP Admin, Salesforce, VeriTread2. Update Item Status to Picked Up (Reactive) Update item status upon buyer notification. Requires IP Admin Pickup Access. Risks: Incorrect pickup reports from buyers; some require SN team support to advance status. 4 hours IP Admin, Salesforce3. Address/Site POC Notify buyer of follow-up. 24 hours IP Admin, Salesforce, VPN Correction Email internal contact (e.g., CAM Core Agent) to confirm correct details. If unresolved in 48 hours, submit RTS.4. Collect and Forward Site Access Agreements Email buyer the form; upon receipt, forward the signed agreement to the site POC. 2 hours Salesforce, Email Templates5. Proactively Determine Pickup Status Email site POC and buyer for confirmation; update item status accordinglyJoin the A-Team and experience the A-Life!### About UsAcquire 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.