Customer Service Agent

Acquire Intelligence; Pasig; On-site; PHP 268,000 - 469,000; Full time

Job summary

Acquire Intelligence is seeking a customer service professional to join its global contact center operations in the Philippines. You will respond to customer inquiries via chat, identify needs, provide accurate information on products, billing, and basic technical support, and aim for first-call resolution while logging all interactions in our system.

You will assist with service provisioning, including account creation and activation, handle routine billing questions, and guide customers

Responsibilities

• Respond promptly to customer inquiries via chat, following standard scripts and procedures.
• Identify and assess customers' needs to ensure timely resolution of routine issues.
• Provide accurate information regarding products, services, billing, and basic technical support.
• Troubleshoot routine connectivity issues, equipment problems, and service interruptions, aiming for first-call resolution.
• Ensure all customer interactions and activities are accurately recorded in the system.
• Assist customers with basic new service setup, including account creation, service activation, and equipment installation.
• Guide customers through the standard process of upgrading or modifying services based on their needs.
• Handle routine billing inquiries, process payments, and ensure accurate billing adjustments.
• Update customer accounts with standard information and service changes as needed.
• Monitor customers’ accounts for overdue payments and initiate follow-up actions as per company policies.
• Diagnose and resolve basic technical issues related to internet connectivity and equipment setup.
• Escalate complex technical issues or problems that require higher-tier support.
• Provide clear and concise instructions to customers for troubleshooting steps or self-service options.
• Educate customers on the features and benefits of products and services.
• Stay informed on standard product offerings and updates to better assist customers.

Job description

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!

Customer Support and Issue Resolution:

• Respond promptly to customer inquiries via chat, following standard scripts and procedures.
• Identify and assess customers' needs to ensure timely resolution of routine issues.
• Provide accurate information regarding products, services, billing, and basic technical support.
• Troubleshoot routine connectivity issues, equipment problems, and service interruptions, aiming for first-call resolution.
• Ensure all customer interactions and activities are accurately recorded in the system.

2. Service Provisioning and Activation:

• Assist customers with basic new service setup, including account creation, service activation, and equipment installation.
• Guide customers through the standard process of upgrading or modifying services based on their needs.

3. Billing and Account Management:

• Handle routine billing inquiries, process payments, and ensure accurate billing adjustments.
• Update customer accounts with standard information and service changes as needed.
• Monitor customers’ accounts for overdue payments and initiate follow-up actions as per company policies.

4. Technical Support and Troubleshooting:

• Diagnose and resolve basic technical issues related to internet connectivity and equipment setup.
• Escalate complex technical issues or problems that require higher-tier support.
• Provide clear and concise instructions to customers for troubleshooting steps or self-service options.

5. Customer Education and Product Knowledge:

• Educate customers on the features and benefits of products and services.
• Stay informed on standard product offerings and updates to better assist customers.

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