Customer Support Associate

Acquire BPO is an award-winning business process outsource provider, to some of the world’s largest brands operating contact centers and back-office services from offshore, nearshore, and onshore locations to clients globally and serviced from Australia, Dominican Republic, Philippines and the United States. Known for our commitment to safety, flexibility, and innovation, we strive to be the partner of choice for businesses looking to leverage the best global BPO and AI resources. Our employee value proposition, come for a career, stay for the fun, underscores our commitment to a vibrant, inclusive, and engaging work environment. 

Why Join the A-Team? 

Come for a career, stay for the fun!  

• Private paid health insurance: ARS Humano Royal 

• Performance incentive 

• Employee referral bonus 

• Door-to-door night transportation 

• Get recognized through our ‘Value Awards’ 

• Grow your career - yes, we love to promote internally  

• Do meaningful work and collaborate with the best  

A Glimpse into Your New Role 

As Customer Support Associate, you’ll Support the company to develop and maintain business by providing customers with courteous and attentive service. Goes above and beyond to drive unparalleled performance in customer service and unequivocal commitment to company’s Vision, Mission, and Values. 

A Customer Support Specialist (CSS) plays a critical role in providing industry-leading customer service by facilitating communication between parties, while maintaining compliance. The fulfillment process handles all aspects of the order from appraiser acceptance until QC. This position requires a strong attention to detail, organization, and communication.  

As Customer Service Representative you are responsible for ensuring that all employment and personal information of employees are kept and handled in accordance with the existing company policies on Information Security and Data Privacy. You are required to report on Ortigas site. Your day could see you: 

• Provide excellent customer service to both internal and external customers. 
• Promote a professional and positive image to clients in line with the company’s customer service policy. 
• Ensure effective communication with customers and stakeholders with positivity and maintain a strong relationship. 
• Refer to all queries, problems and issues requiring resolution to the Team Leader who will follow up and provide response / feedback and training if required. 
• Work effectively with others to deliver the best customer service possible Be an active contributor to the ongoing performance of the team Maintain open honest communication with all staff and accept all reasonable directions by the Team Leader. 
• Help other teams when requested in peak periods or times of absence to maintain team performance levels.
• Cooperate with all Team Leaders, peers and stakeholders to find solutions and enhance internal and external customer service experience 
• Participate and engage in learning and development activities 
• Continuously strive to develop personal skills and knowledge 
• Log and verify (identify Roadblocks) new valuation requests for all valuations received Verification of instructions, service type and fees 
• Efficiently process requests within given timeframes to meet client service level agreements and set KPI’s Ensure integrity of data is maintained to ensure accuracy of financial and reporting information 
• Ability to make decisions in adherence to process, policy, and stipulated guidelines 
• Ability to identify and recommend solutions for any issues identified in the processing and logging and verifying of valuations 
• Manage the distribution of general faxes and emails throughout the group in a timely manner. Manage delays and inspection times in Halo and on all websites pursuant to internal process and procedures for managing delays and appointments. 
• Ensure administration processes are followed by Valuers 
• Ensure delivery assistance is provided for valuations for clients as required Confirming documentation is correct and complete for To Be Erected jobs Assist with management allocation of residential valuations for Valuers 
• Assist with coordination of inspection times for Valuers Ensure their calendars are updated Liaise with Valuer with regards to capacity and Service Level Agreement (SLA) requirements and ensure best result for client 
• Develop and implement service standards and procedures to ensure agreed client needs are met 
• Ensure that the correct status is recorded for each job, recording delays on website as required
• Monitor websites to ensure that all reminders are provided to Valuers to ensure job is returned on time 
• Monitor all due dates in Halo when time permits to ensure they are compliant Notify relevant stakeholders of any non-compliant service levels Advise relevant stakeholders of any non-compliance in relation to work in progress 
• Help other teams in peak periods or times of absence to maintain team performance levels 
• Identify and recommend solutions for any issue identified in the administration support process.
• Upon order acceptance, send contact information to the appraiser as well as the appraiser’s information to the contact.
• When the inspection appointment is scheduled, confirm it is at least one day before the due date or request the reason for the delay and new ETA needed.  
• Confirm the report will be on the due date on inspected orders.
• Review any documents provided by the client and ensure they match the information on the order and when applicable, make visible to the appraiser.
• Communicate with the client to request additional information, documentation or ask for clarification as requested by the appraiser.
• Communicate with the appraiser as needed with client requests. 
• Ability to follow lender directives and order notes, and adapt to any alterations, to meet the client’s needs.
• Ability to maintain confidentiality of the appraiser and adherence to compliance requirements.
• Critical thinking and problem-solving skills to resolve issues between clients and appraisers.
• Ability to identify potential customer service issues before they occur and escalate to the appropriate parties.
• Superior communication skills with the ability to clearly communicate needs between clients and appraisers in terms they can understand.

What You’ll Bring 

• Amenable to work on site 
• Successful completion of High School Certificate or proven successful work history – Essential
• Minimum 2 + years’ experience in call center/administrative or related customer focused role
• High degree of computer proficiency utilizing Microsoft Office applications and internet Enrolled in Degree in Business (Property) or equivalent – Desirable Student Member of the Australian Property Institute – Desirable   

With a diverse global team working together, we proudly embrace and live by these shared values: 

• Collaboration: Brilliant jerks can be brilliant elsewhere. 

• Impact: Do, get it done, create impact. 

• Passion: Be positive, bring passion and energy. 

• Transparency: A transparent team can help each other. 

What are you waiting for? 

Join the A-Team and experience the A-Life! 

Join the A-Team and experience the A-Life!