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!
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!
Customer Care Representative
Ortigas, Pasig City | Night Shift | Onsite | Full Time
Help deliver a smooth and reliable customer experience by coordinating appointments, responding to inquiries, updating service records, and ensuring customer requests are handled accurately and on time. You'll manage customer-facing and administrative workflows across multiple systems, working closely with internal teams to resolve concerns and keep service activities moving.
ABOUT ACQUIRE INTELLIGENCE
At Acquire Intelligence, our mission is to help business work smarter. We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence. Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe. If you’re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.
A SNAPSHOT OF YOUR ROLE
This is a customer care role combining customer communication, appointment coordination, and administrative support.
You'll assist customers with scheduling requests, service updates, documentation requirements, and follow-up inquiries. A typical case may involve reviewing a customer request, coordinating an appointment, confirming information with internal teams, updating customer records, and ensuring the request is completed within the required turnaround time.
Success in this role means delivering timely, accurate, and professional customer support while taking ownership of every assigned case.
WHAT YOU'LL DO
Customer Care & Communication
Respond to customer inquiries through phone, email, and other assigned communication channels.
Provide clear, accurate, and professional assistance regarding appointments, service requests, and status updates.
Proactively communicate with customers regarding pending requirements, updates, and next steps.
Coordinate with internal teams to resolve customer concerns and ensure timely follow-through.
Maintain a positive customer experience through effective communication, responsiveness, and ownership.
Appointment Scheduling & Coordination
Schedule, confirm, and update customer appointments using designated scheduling platforms.
Verify customer information, appointment details, and applicable service requirements.
Coordinate with relevant teams to address scheduling concerns, changes, and special arrangements.
Follow up on pending appointments and outstanding customer requirements.
Case Management & Administrative Support
Create, update, and maintain accurate customer records, case details, and service statuses.
Process customer requests and documentation using established procedures and communication templates.
Review and correct incomplete or inaccurate information by coordinating with the appropriate stakeholders.
Monitor pending cases, follow up on unresolved requests, and escalate issues when necessary.
Ensure all customer interactions, updates, and completed activities are properly documented.
Service Delivery, Quality & Productivity
Manage high-volume customer requests while maintaining accuracy, responsiveness, and professionalism.
Prioritize cases based on urgency, service requirements, and established turnaround times.
Meet assigned service-level, quality, productivity, and schedule adherence expectations.
Follow standard operating procedures, data privacy requirements, and escalation guidelines.
Identify recurring issues and contribute to improvements that…