Customer Support Assiciate
Acquire BPO
- República Dominicana
- Permanente
- Tiempo completo
Site: Santo Domingo
Reporting to: Team LeadWe’re an award-winning business outsourcer providing offshore and onshore staffing solutions that are Safe, Flexible, and Innovative for our global clients.At Opteon, our goal is to help you discover the true value of a property. We offer exceptional valuation and advisory services with quick turnaround times and accurate reports. We are passionate about empowering lenders, governments, investors, developers, and homeowners to make the most informed property decisions.As an Acquire BPO employee, your role is vital in achieving and exceeding individual and team targets that support company objectives, while building and maintaining customer relationships. You’re also responsible for complying with and enforcing procedures aligned with our information security policies.As a values-led organization, we expect all our team members to exemplify our four values of Collaboration, Impact, Passion and Transparency.A SNAPSHOT OF YOUR ROLEAs 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 Opteon’s Vision, Mission, and Values.As Customer Service Representative 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. You are required to report at 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 to customers and stakeholders with positivity and maintain a strong relationship.Refer 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 teamMaintain open honest communication with all staff and accept all reasonable directions by the Team LeaderProvide assistance to other teams when requested in peak periods or times of absence to maintain team performance levelsCooperate with all Team Leaders, peers and stakeholders to find solutions and enhance internal and external customer service experienceParticipate and engage in learning and development activitiesContinuously strive to develop personal skills and knowledgeLog and verify (identify Roadblocks) new valuation requests for all valuations receivedVerification of instructions, service type and feesEfficiently process requests within given timeframes to meet client service level agreements and set KPI’sEnsure integrity of data is maintained to ensure accuracy of financial and reporting informationAbility to make decisions in adherence to process, policy, and stipulated guidelinesAbility to identify and recommend solutions for any issues identified in the processing and logging and verifying of valuationsManage 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 ValuersEnsure 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 ValuersEnsure their calendars are updatedLiaise with Valuer with regards to capacity and Service Level Agreement (SLA) requirements and ensure best result for clientDevelop and implement service standards and procedures to ensure agreed client needs are metEnsure that correct status is recorded for each job, recording delays on website as requiredMonitor websites to ensure that all reminders are provided to Valuers to ensure job is returned on timeMonitor all due dates in Halo when time permits to ensure they are compliant
Notify relevant stakeholders of any non-compliant service levelsAdvise relevant stakeholders of any non-compliance in relation to work in progressProvide assistance to other teams in peak periods or times of absence to maintain team performance levelsIdentify and recommend solutions for any issue identified in the administration support process.A BIT ABOUT YOUAmenable 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 – DesirableWHAT SUCCESS LOOKS LIKEHigh customer satisfaction.
Achievement of pre-defined KPIs and SLAs.
Excellent feedback from customers.WHAT WE VALUEWe’re proud of our diverse global team, all working together and adhering to these common 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 with other.
Acquire BPO is a business outsourcer with a vision is to connect organizations to skilled people globally. Our mission is to be the partner of choice for corporate growth, by enabling businesses to leverage the best global resources at the right price.Join the A-Team and experience the A-Life!