Retailer Support Agent

AIPI Acquire Intelligence Philippines Inc.; Pasig; On-site; PHP 201,000 - 312,000; Full time

Benefits offered by this job

HMO coverage for you and your family

12 Vacation Leaves

12 Sick Leaves

Birthday Leave

14th Month Pay

Job summary

Acquire Intelligence Philippines Inc. is seeking a Retailer Support Agent to deliver post-purchase support to Retailers and customers via the Retailer channel.

You will troubleshoot technical issues, coordinate repairs, and handle spare parts requests while maintaining proactive communication and strong customer service excellence. Join a team focused on delivering high-quality service, meeting KPIs, and growing within a global outsourcer with opportunities for internal promotions and career

Qualifications

• Excellent customer service skills with a focus on issue resolution.
• Ability to multitask and manage multiple inquiries effectively.
• Strong problem-solving and resolution abilities.
• Ability to work autonomously and in a team.
• Proficient English communication, listening, and organizational skills.
• At least 1 year of customer service experience in a BPO environment.
• Familiarity with CRM systems.

Responsibilities

• Troubleshooting: diagnose and resolve product issues for Retailers and customers using a knowledge base.
• Repair bookings: coordinate with customers and internal teams to schedule repairs.
• Spare parts requests: process requests efficiently to ensure parts availability.
• Customer communication: maintain proactive communication throughout the support process.
• Guidance: provide resources to Retailers to help them assist customers better.

Skills

Customer service

Multitasking

Problem-solving

Teamwork

English communication

CRM experience

Tools

CRM

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! At Acquire Intelligence, our mission is to help business work smarter. We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence. Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe. If you’re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career. Advance Your Career - Join us today and be part of a team where your work makes an impact!

WHY JOIN THE A-TEAM?

Come for a career, stay for the fun! Here’s what’s waiting for you:

• HMO coverage for you and your family
• Epic Yearly Kick-Off Parties with major giveaways (including a car in 2023!)
• Recognition through our Value Awards — we celebrate your wins
• Real career growth with internal promotions
• Meaningful work with talented and supportive teams
• Your future matters: 900 internal promotions every year
• 2,700+ leadership training courses
• Extra rewards along the way: 14th Month Pay for employees who complete 5 years with us
• Generous referral incentives of up to ₱42,000 depending on the role
• Enjoy work-life balance: 12 Vacation Leaves* 12 Sick Leaves* 1 Birthday Leave*

A SNAPSHOT OF YOUR ROLE Retailer Support Agent Robinsons Cyberscape Beta Site, Ortigas, Philippines Reporting to: Team Leader

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! At Acquire Intelligence, our mission is to help businesses work smarter. We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence. Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe. If you’re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career. Advance Your Career — Join us today and be part of a team where your work makes an impact!

WHY JOIN THE A-TEAM?

Come for a career, stay for the fun! HMO coverage for you and your family Yearly Kick-Off Parties with major giveaways (like the car in 2024!) 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 SNAPSHOT OF YOUR ROLE

The Retailer Support Team is dedicated to delivering exceptional post-purchase support to both Retailers and customers through the Retailer channel. Their responsibilities encompass a wide range of services to ensure a smooth and satisfactory customer experience, including:

• YOUR DAILY RESPONSIBILITIES Troubleshooting: Assisting Retailers and customers in diagnosing and resolving technical issues with products, providing step-by-step guidance using a knowledge base to ensure quick and effective solutions.
• Repair Bookings: Facilitating the repair process by coordinating with customers and internal teams to schedule repairs, ensuring minimal downtime and convenience for the customer.
• Spare Parts Requests: Processing requests for spare parts efficiently, ensuring Retailers and customers have access to the necessary components their products which may be missing and/or broken.
• Customer Communication: Maintaining clear and proactive communication with Retailers and customers throughout the support process, ensuring they feel supported and valued.
• Guidance: Offering guidance and resources to Retailers to enhance their ability to assist customers effectively, fostering a collaborative relationship between and its retail partners.

Through these efforts, the Retailer Support Team plays a crucial role in strengthening relationship with Retailers and ensuring customers receive the highest level of service and support after their purchase. You will also be responsible in ensuring that all customers have the right products and services.

A BIT ABOUT YOU

• Excellent in customer service.
• Ability to multitask and prioritize enquiries as requested by management
• Strong problem solving and resolution skills
• Ability to work both autonomously and within a team
• With excellent English communication, listening and organizational skills.
• With at least one year of customer service experience in the BPO industry.
• Adept in learning new workflows and tasks.
• With working knowledge of CRM

WHAT SUCCESS LOOKS LIKE

• High customer satisfaction.
• Excellent feedback from customers.
• Achievement of KPIs

WHAT WE VALUE

• Curious and Clever – Smart questions spark smart solutions
• Entrepreneurial Energy – Think like an owner. Solve like a founder
• Fast with Intent – We move fast and deliver real results
• Laugh and Learn – We don’t take ourselves too seriously, just our results

Acquire 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. 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 do 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.

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