We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients.
As a Customer Service Consultant, your role is vital in keeping our customers happy and contributing to our organization’s growth and success.
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.
A SNAPSHOT OF YOUR ROLEThe Customer Service Consultant primary role is to support our travelers through the pre-trip, during-
trip and post-trip enquiries via phone and e-channel.Consultants are required to provide accurate and comprehensive information on the business' Travel products and services, ensure that products meet the needs of our travelers, efficiently and effectively deal with traveller / policy holder enquiries and complaints.
Your day could see you : Service o Conducting Medical Screening Assessments over the phone to determine whether we can offer customers additional cover for their pre-
existing conditions.o Provide complete and accurate information to travelers about their policy coverage.o Act as the first point of resolution for traveller complaints and disputes.
Escalate complaints in line with the business' Travel complaints handling process.o Liaise with different stakeholders within the business such as Emergency Assistance, Claims, Underwriting, Brands, IT, Compliance and other business areas to resolve traveller matters.
o Build rapport and display strong communication / written skills to provide best in Quality o Represent the business' Travel brand by providing excellence in customer service in a professional manner, including the correct use of tone, professional language and communication techniqueso Accurately maintain and update customer records.
o Maintain current knowledge of products and services.o Apply the quality standards for email and phone channel as set out in the LEAP methodology and compliance checking standards.
o Strive to efficiently and effectively achieve first call resolution. Working Effectively o Adhere to rostered schedule using appropriate phone statuses.
o Undertake project work as required and directed.o Recognise opportunities for continuous improvement within the business.
o Know my Key Performance Indicators and continually strive to achieve them.o Actively participate in focus sessions, 1x1, coaching sessions and team meetingso Share best practices and lead by example to your peers and business stakeholderso Demonstrate high level of organizational skills and attention to detailo Proactive, self-
motivated, demonstrate initiative and ability to work autonomouslyo Open to receive constructive feedbacko Proactive in driving personal development plan Take reasonable care for own health and safety as well as the safety of others at the place of work.
WHS Responsibility o Meet personal safety obligations identified for each and every business' Travel employee. Compliance o Meet obligations required for the compliance category of this position.
A BIT ABOUT YOU Demonstrated experience in a Contact Centre customer service environment, preferably in a Health, Medical and / or insurance service industry.
Excellent communication skillsStrong attention to detailFamiliarity with Medical Terminology is advantageous.Motivated to achieve Key Performance Indicator’s (KPI’s) and uphold Groups Vision and ValuesDedication to excellence in customer service in a high pressure environment.
Willingness to learn and maintain new skills.Commitment to work on a rotating roster and out of normal business hours when required.
Flexible and positive work approach and attitude. Apply at our Ortigas, Eastwood, Shaw, and BGC recruitment centers : Mezzanine floor, Robinsons Cyberscape Beta, Topaz and Ruby Roads, Ortigas Center Pasig CityUpper Ground Floor Worldwide Corporate Center (WCC), Shaw Blvd.
Mandaluyong CityGround Floor Bonifacio Technology Center, 31st Street corner 2nd Avenue, Bonifacio Global City, Taguig City6th Floor, 1800 Building, Eastwood Drive, Libis, Quezon CityWe are open from Monday to Friday, 8am-
4pm.For faster processing, text : NIBGC(space) FULL NAME (space) YES or NO (for BPO experience) send to 09065605043