Weâre 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 organizationâs 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 ROLE
The 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 traveler / policy holder enquiries and complaints.
Your day could see you :
o Provide complete and accurate information to travelers about their policy coverage.
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 traveler matters.
o Build rapport and display strong communication / written skills to provide best in class and value add customer service to our travelers via different channels.
o Arrange the dispatch of product information and documentation.
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 techniques
o 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.
â¢ 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 meetings
o Share best practices and lead by example to your peers and business stakeholders
o Demonstrate high level of organizational skills and attention to detail
o Proactive, self-motivated, demonstrate initiative and ability to work autonomously
o Open to receive constructive feedback
o 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.
â¢ WHS Responsibility
o Meet personal safety obligations identified for each and every business' Travel employee.
o Meet obligations required for the compliance category of this position.
A BIT ABOUT YOU
â¢ Demonstrated experience in a Contact Centre customer service environment, preferably in a Health, Medical and / or insurance service industry.
â¢ Excellent communication skills
â¢ Strong attention to detail
â¢ Familiarity with Medical Terminology is advantageous.
â¢ Motivated to achieve Key Performance Indicatorâs (KPIâs) and uphold Groups Vision and Values
â¢ Dedication to excellence in customer service in a high pressure environment.
â¢ Willingness to learn and maintain new skills.
â¢ Commitment to work on a rotating roster and out of normal business hours when required.
â¢ Flexible and positive work approach and attitude.
WHAT WE VALUE
Weâre proud of our diverse global team, all working in a collaborative environment and happy to share these common values :
â¢ Ambition : Voice and measure your goals.
â¢ Collaboration : Brilliant jerks can be brilliant elsewhere.
â¢ Impact : Do, get it done, create impact.
â¢ Judgement : Make wise judgement calls, putting the team and business at heart.
â¢ Leadership : Continuous improvement starts with independent action.
â¢ Leverage : Do more with less, master the art of leverage.
â¢ Passion : Be positive, bring passion and energy.
â¢ Transparency : A transparent team can help each with other.
Apply at our Ortigas, Eastwood, Shaw, and BGC recruitment centers :
We are open from Monday to Friday, 8am-4pm.
m available at 9AM) send to 09065605043