Customer Service Agent

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!
A leading telecommunications company specialising in high-speed internet and network solutions. They provide innovative and reliable connectivity services to both residential and commercial clients
As a Customer Service Agent at Acquire, you play a pivotal role in ensuring exceptional service delivery and customer satisfaction within the telecommunications sector. Your primary responsibility is to act as the frontline representative, interacting directly with customers to address inquiries, resolve issues, and provide support across a range of products and services offered by the client. Key Responsibilities: Customer Support and Issue Resolution:

• Respond promptly to customer inquiries via phone, email, or chat.
• Identify and assess customers needs to achieve timely and effective resolution of issues.
• Provide accurate information regarding products, services, billing, and technical support.
• Troubleshoot connectivity issues, equipment problems, and service interruptions with a focus on first-call resolution.

Service Provisioning and Activation:

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

Billing and Account Management:

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

Technical Support and Troubleshooting:

• Diagnose and resolve technical issues related to internet connectivity, network configurations, and device settings.
• Escalate complex technical problems to higher-tier support teams or field technicians when necessary.
• Provide clear and concise instructions to customers for troubleshooting steps or self-service options.

Customer Education and Product Knowledge:

• Educate customers on the features and benefits of products and services.
• Stay updated on industry trends, service enhancements, and technological advancements to better assist customers.
• Proactively inform customers about promotions, service upgrades, and new offerings that may benefit them.

Quality Assurance and Feedback:

• Maintain a high level of professionalism and customer satisfaction on every interaction.
• Collect customer feedback and escalate recurring issues or suggestions to management for process improvement.
• Adhere to established service metrics, including response time, call handling time, and customer satisfaction scores.

Qualifications and Skills:

• Excellent communication skills (verbal and written) with a customer-focused approach.
• Strong problem-solving abilities and attention to detail.
• Technical aptitude and ability to learn new systems and software quickly.
• Patience and empathy in dealing with customer concerns and complaints.
• Ability to work efficiently in a fast-paced environment and handle multiple tasks simultaneously.
• Prior experience in customer service or technical support roles within the telecommunications industry is advantageous.

Working Conditions:

• Utilises computer systems, telephony equipment, and customer management software to perform daily tasks.
• May require occasional overtime or on-call availability to support customer needs during peak periods or service outages.

At Acquire, the role of a Customer Service Agent is crucial in maintaining positive customer relationships and contributing to the company’s overall success in delivering reliable telecommunications solutions. Join the A-Team and experience the A-Life!

About Us

Acquire BPO 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.
Were 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. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” 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. Were 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, were 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.
Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on “Access Rights to Personal Data” or send us an email to privacy@acquirebpo.com . Please refer to our Privacy Policy at https://acquirebpo.com/au/privacy-policy/ Read More