Wholesale Customer Care Representative

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!

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, D ominican 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?

• HMO coverage for you and your family

• Yearly Kick Off Parties with major giveaways (like the car in 2023)

• Get recognized through our ‘Value Awards’

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

• Do meaningful work and collaborate with the best

• 900 promotions given each year

• 2,700+ leadership training courses

To provide outstanding customer experiences to our Wholesale and International customer base through ownership of task and fast resolution of their enquiries.

A Glimpse into Your New Role

• Respond to incoming calls, live chats and emails from customers in accordance with defined KPIs
• Investigate, coordinate and resolve customer enquiries and complaints, liaising with internal stakeholders where required
• Maintain regular contact with the customers throughout the lifecycle of their enquiry
• Create and uphold positive relationships with both internal and external customers
• Identify opportunities for improvement and feed back into the business, including management teams
• Update and maintain customer records
• Provide support to operational teams by assisting with call overflow when required
• Manage cancellation requests
• Ascertain customer needs through effective questioning and active listening skills
• Manage credit claims, disputes & SLA Rebates
• Provide an exceptional customer experience in every interaction
• Other administrative/adhoc duties as required by management

What You’ll Bring

• Service superstar with a proactive, positive and above and beyond’ attitude
• A true passion, drive and energy for delivering customer service excellence both internally and externally
• A strong sense of ownership and accountability
• Outside of the box thinker, get creative!
• Brilliant communicator, both written and verbal
• Resilience and the ability to work with competing and changing priorities
• Outstanding at building strong and effective working relationships, with the ability to instil confidence and reassurance
• Solid negotiation and conflict management skills
• Good organizational, analytical and decision-making skills
• Excellent administrative skills with high attention to detail
• Previous role within a telecommunications organisation
• Prior experience within a busy contact centre / customer service team or within a billing / receivables team
• Previous experience working with Enterprise or Wholesale Customers highly advantageous

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!