Porting Coordinator

2 days ago

Quezon City, National Capital Region, Philippines Acquire Intelligence Full time $40,000 - $60,000 per year

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 SNAPSHOT OF YOUR ROLE

You're the genie that fulfils our customer's needs. As a Porting Coordinator, you'll represent the account and interact with clients through various platforms of support and ensure their requests and concerns are addressed in a timely and efficient manner. You use empathy, patience and passion, coupled with product knowledge to effectively resolve the customers' needs.

As a Porting Coordinator, you are responsible in ensuring that all employment and personal information of employees are kept and handled in accordance with existing company policies on Information Security and Data Privacy.

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.

Duties And Responsibilities

  • Work within and contribute to a high performing team providing excellence support and customer service
  • Understand customers' needs and expectations and offer solution and support
  • Adjust the level of support in accordance with the business needs
  • Work with the management team to stay updated on product knowledge and be informed of any changes in company policies
  • Ensure all processes are performed as per procedure, follow monitoring and escalation procedures relative to the appropriate SLA
  • Comply with standard program and company policies and procedures
  • Assist other team members and performs other duties as necessary
  • Provide first-line customer liaison, coordinating second-line and third-party support groups
  • Maintain all ticketing systems, recording and tracking of incidents, service requests and complaints
  • Making initial assessment of tickets, attempting to resolve them or refer them to other team groups based on agreed service levels
  • Managing the case life-cycle, including closure and verification of tickets
  • Providing management information and recommendations for service improvement

Join the A-Team and experience the A-Life

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