The posting
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 simplify workflows and enhance customer experience.
A BIT ABOUT YOU
Must-Haves
- At least 1–2 years of relevant experience in customer service, contact center operations, customer support, appointment scheduling, or administrative coordination.
- Strong written and verbal English communication skills, with the ability to handle customer inquiries professionally.
- Experience handling customer requests through phone, email, CRM, or other customer management systems.
- Strong attention to detail and ability to maintain accurate customer records and documentation.
- Comfortable managing multiple cases, following up on pending requests, and meeting established turnaround times.
- Confident navigating multiple systems and using standard office productivity applications.
- Comfortable working fully onsite in Ortigas on a night shift.
- Dependable and disciplined, with a strong track record of attendance, punctuality, and consistently showing up.
- Mature and accountable—you take ownership of customer concerns, follow through on commitments, and can be trusted to manage responsibilities with minimal supervision.
- A go-getter who wants to learn, take on greater responsibility, and build toward the next step in your career.
- Able to remain professional, patient, and solution-oriented in a high-volume environment, even when priorities shift or customer concerns become challenging.
Good-to-Haves
- Experience in appointment scheduling, logistics coordination, service operations, or post-sales customer support.
- Exposure to Salesforce or other CRM and case management platforms.
- Experience handling customer follow-ups, service requests, or time-sensitive transactions.
- Familiarity with service-level agreements, quality standards, and customer satisfaction metrics.
WHY JOIN THE A-TEAM?
Come for a career, stay for the fun!
Here’s what’s waiting for you:
- HMO coverage for you and your family
- Epic Yearly Kick-Off Parties with major giveaways
- Recognition through our Value Awards — we celebrate your wins
- Real career growth with opportunities for internal promotions
- Meaningful work with talented and supportive teams
Your future matters:
- 900+ internal promotions every year
- Access to 2,700+ leadership training courses
Extra rewards along the way:
- 14th Month Pay after 5 years of continuous service
- Employee Referral Program — earn up to ₱42,000 per successful hire
Enjoy work-life balance:
- 24 Paid Time-Off Credits annually, with leave credits convertible to cash
- Paid Birthday Leave — celebrate your day your way
WHAT WE VALUE
We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:
- Curious and Clever: Smart questions spark smart solutions
- Entrepreneurial Energy: Think like an owner. Solve like a founder
- Fast with Intent: We move fast and deliver real results
- Laugh and Learn: We don’t take ourselves too seriously, just our results
What are you waiting for? Come for a career, stay for the fun!
Join the A-Team and experience the A-Life!
Join the A-Team and experience the A-Life!
