POSITION DESCRIPTION

Customer Support Associate.

Site: Santo Domingo, Dominican Republic

Reporting to: Team Lead

Acquire Intelligence exists to help businesses unlock smarter ways of working. We believe that by combining the best of people, process, and automation, companies can grow faster and operate with greater confidence. Our purpose is to remove complexity, improve performance, and drive intelligent transformation for organizations around the world.

As an Acquire Intelligence 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 Curious and Clever, Entrepreneurial Energy, Fast with Intent and Laugh and Learn.

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.

A SNAPSHOT OF YOUR 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 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 team
• Maintain open honest communication with all staff and accept all reasonable directions by the Team Leader
• Provide assistance to 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 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
• Provide assistance to 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.

A BIT ABOUT YOU

• 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

WHAT SUCCESS LOOKS LIKE

• High customer satisfaction.
• Achievement of pre-defined KPIs and SLAs.
• Excellent feedback from customers.

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.

We help companies grow faster and operate smarter by delivering intelligent outsourcing and automation solutions.

Our mission is to eliminate inefficiencies, automate with intent, and reallocate work to where it performs best, always guided by safety, flexibility, and innovation.

I have read and understood this Position Description and am happy to abide by it while employed by Acquire Intelligence.

Signed by the employee

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Name:
Date:

Signed by Acquire Intelligence

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Name:
Date:

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