Retailer Support Agent

Acquire Intelligence; Pasig; On-site; PHP 223,000 - 357,000; Full time

Benefits offered by this job

HMO coverage

Epic Yearly Kick-Off Parties

Value Awards recognition

Internal promotions

Meaningful work

Job summary

Acquire Intelligence, a global outsourcer, seeks a Retailer Support Agent in Ortigas, Philippines, to deliver exceptional post-purchase support to Retailers and customers. You will troubleshoot product issues, arrange repairs, and handle spare parts requests while maintaining clear communication and a customer-centric approach.

You will work with a diverse team in a fast-paced environment, using CRM tools to track interactions, and strive to meet KPIs and high customer satisfaction.

Qualifications

• 1 year of customer service experience in the BPO industry preferred
• Excellent in customer service and communication
• Able to multitask and prioritize inquiries

Responsibilities

• Troubleshooting and diagnosing issues for Retailers and customers
• Coordinate repair bookings with customers and internal teams
• Process spare parts requests efficiently
• Maintain proactive customer communication throughout the support process
• Provide guidance to Retailers to improve customer support
• Contribute to strong relationships with Retailers and post-purchase support

Skills

Customer service

Multitasking

Problem solving

Teamwork

English proficiency

BPO experience

Tools

CRM

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!

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.

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 Partieswith major giveaways (including a car in 2023!)
• Recognition through our Value Awards - we celebrate your wins
• Real career growthwith internal promotions
• Meaningful workwith talented and supportive teams

Your future matters:

• 900 internal promotionsevery year
• 2,700+ leadership training courses

Extra rewards along the way:

• 14th Month Payfor employees who complete 5 years with us
• Generousreferral incentives of up to ₱42,000depending 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.

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 baseto 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

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

• 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