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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!
Job Description
The Company Nurse’s role is designed to provide health care to employees. Its objective is to provide education and training programs to employees about health and wellness.
A SNAPSHOT OF THE ROLE
Clinical
Reports
Administrative
As Company Nurse 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
A BIT ABOUT YOU
WHAT SUCCESS LOOKS LIKE
· Excellent feedback from employees, guests, and visitors.
· Achievement of KPIs.
WHAT WE VALUE
We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:
Join the A-Team and experience the A-Life!
Official account of Jobstore.
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!
Incident Management Analyst
Metro Manila, Philippines
We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. As an Incident Management Analyst, your role’s importance lies in providing quality content and contributing to our organization’s growth and success.
A SNAPSHOT OF YOUR ROLE
Your day could see you:
Identify, troubleshoot, coordinate and resolve contact centre facing issues in a timely manner
Receive, resolve and coordinate requests relating to operational system requirements
Provides reporting and administrative support across multiple lines of business.
Request’s handling
Receive, deliver, and coordinate requests on contact centre operational requirements
Escalation Handling
Identify, troubleshoot, resolve, and coordinate contact centre facing issues in a timely manner
Notify and update users upon resolution of issue via ticketing system and/or phone, chat, email
Document issues in system issue tracker
Reports and Administrative Tasks
Provide daily reports pertaining to but not limited to the following: queue, attendance, escalations, customer facing outages, and BCP related logistics and issues as needed
Provides support during Disaster Recovery and Business Continuity Plan (BCP) as required.
Practice and ensure compliance with the organization’s policies and procedures
Performs other duties as assigned
A BIT ABOUT YOU
Working knowledge of Microsoft Office Applications
Strong technical and logical skills; can use different systems and can self-learn
WHAT SUCCESS LOOKS LIKE
We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:
•Collaboration: Brilliant jerks can be brilliant elsewhere.
•Impact: Do, get it done, and create impact.
•Passion: Be positive, bring passion and energy.
•Transparency: A transparent team can help each with other.
Join the A-Team and experience the A-Life!
Official account of Jobstore.
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!
A SNAPSHOT OF YOUR ROLE
You’re the genie that fulfils our customer’s needs. As an agent for Sales and Service, you’ll be the liaison between the company and its current or potential customers, use of various platforms to support and ensure their service or product-related problems are addressed in a timely and efficient manner.
As agent, 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.
As an Acquire BPO employee, you are responsible for complying and enforcing policies and procedure designed to achieve information security. You are also responsible for protecting credit card, personal and/or sensitive personal information that you may handle or process during your employment in Acquire BPO.
Your day could see you:
•Understand our customers’ needs and expectations whilst providing each customer with a personalized experience.
•Impact the company’s bottom line by resolving problems at first point and turning frustrated clients into repeat customers.
•Adjust the level of support in accordance with the business needs.
•Maintain quality standards and proper escalation to prevent complaints.
•Serves customers by selling products and meeting customer needs.
•Adjusts content of sales presentations by studying the type of lead source, customer demographic and ongoing sales offers.
•Monitors competition by gathering current marketplace information on pricing, products, new products and promotions.
Recommends changes in products, service, and policy by evaluating customer feedback and competition.
•Contributes to team effort in meeting the target. •Perform other related duties as assigned by management.
A BIT ABOUT YOU
•Proven ability to meet and exceed targets.
•Highly self-motivated.
•Excellent verbal, written communication and customer handling skills.
•Strong interpersonal skills.
•Ability to multi-task and work in a fast paced, high stress environment.
•Proficient in Microsoft Office.
•Must possess a professional, courteous, and resilient attitude.
WHAT SUCCESS LOOKS LIKE
•High customer satisfaction.
•Achievement of team’s 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:
•Collaboration: Brilliant jerks can be brilliant elsewhere.
•Impact: Do, get it done, and create impact.
•Passion: Be positive, bring passion and energy.
•Transparency: A transparent team can help each with other.
Join the A-Team and experience the A-Life!
Official account of Jobstore.
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!
Technical Support Agent Level 1
Mandaluyong City, Philippines
Reporting to: Team Leader
We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. As a Technical Support Representative, your role is vital in keeping our customers happy and contributing to our organization’s growth and success.
A SNAPSHOT OF YOUR ROLE
You’re the genie that fulfils our customer’s needs.
As a Technical Support Representative, you’ll represent the account and interact with clients through resolving product or service problems and ensure they are addressed in a timely and efficient manner. You use empathy, patience and passion, coupled with product knowledge to effectively resolve the customers’ needs. Your day could see you:
· Resolve product or service problems by clarifying the customer's concern, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution
· Provide tailored-fit solution based on customer’s needs – Solution Specialist Way
· Answer customer inquiries and transfer calls to the appropriate department as necessary
· Ensure customer satisfaction by providing exceptional customer service
· Create, maintain and update customer records with complete and accurate information
· Contribute innovative ideas in the improvement of the customer journey
· Ensure quality and standards, policies and procedures are maintained at all times
· Perform other related duties as assigned by management
· Championing team culture based initiatives such as the client's way
· Handle complex cases and manage complaints that may occur through repeat interactions
A BIT ABOUT YOU
· Basic understanding of home internet service and set up – Solutions Specialist Way
· A solutions provider with a “CAN DO” attitude
· Good organizational skills and the ability to multitask and prioritize
· Excellent verbal and written communication skills
· Problem solving and decision-making skills
· Displays strong complaints handling and negotiation skills
Join the A-Team and experience the A-Life!
Official account of Jobstore.
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 are looking for an OS&D Coordinator to enhance the delivery experience and to provide delivery execution solutions to our accounts
We are proud of our diverse global team, all working in a collaborative environment and happy to share these common values:
Join the A-Team and experience the A-Life!
Official account of Jobstore.
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 are looking for an OS&D Coordinator to enhance the delivery experience and to provide delivery execution solutions to our accounts
We are proud of our diverse global team, all working in a collaborative environment and happy to share these common values:
Join the A-Team and experience the A-Life!
Official account of Jobstore.
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!
QA is an expert in conducting end-to-end monitoring and feedback, reinforcing positive agent behaviors that will result to customer satisfaction, and reforming those that result to negative customer experience. QA shall be able to assess how transactions are handled, and identify the areas that need improvement.
QA shall ensure that all agent-customer interactions result to positive experience and are performed in accordance to pre-determined compliance guidelines, through, but not limited to:
· Live or recorded monitoring of agent interactions (both voice and non-voice) ensuring compliance to pre-determined quality guidelines.
· Meeting the required number of evaluations on a daily, weekly, and/or monthly basis.
· Provide accurate and impartial judgement on all transaction evaluations.
· Regular coaching sessions with agents to reinforce good behavior and reform opportunities
· Reporting of daily, weekly, monthly, and quarterly monitoring scores or any quality-related performance together with root-cause/data analysis and recommended action items.
· Reporting of critical errors to Operations, Training, and HR, and monitor if the concerned party has completed the relevant corrective action procedures.
· Attending administrative hearings and deliberations resulting from the critical error callouts.
· Facilitating QA rollouts and guidelines orientations for new-hires, and certifying agents prior to official endorsement to Operations.
· Collaborating with Operations and Training in developing the technical and soft-skills of agents through coaching sessions, QA orientation, calibration sessions, rewards and recognition projects, etc.
· Attending and facilitating calibration sessions, and sending relevant minutes and variance reports after each session.
· Liaising with clients, and other internal groups as needed, on the creation/update of monitoring/compliance/knowledge-based tools and guidelines, etc.
· Reporting agent and transaction compliance trends to the Quality Manager and/or QA Supervisor.
· Identifying trends and opportunities for additional training or corrective action as needed and share feedback with immediate supervisor, Operations, and Training.
· Taking proper action on disputes filed against transaction evaluations.
· Participating in internal and external client meetings and performance reviews.
· Participating in process improvement designs related to quality, technology (CRM/KRM), agent-customer interaction flows, etc.
· Reviewing and submitting exceptional calls to be pooled for the good call library.
· Performing physical or information security audits, and telecommunication line quality, and floor background noise as needed
Performing other duties as requested or required by the Quality Manager or QA Supervisor, including taking in calls and/or providing back office services.
Join the A-Team and experience the A-Life!
Official account of Jobstore.
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!
QA is an expert in conducting end-to-end monitoring and feedback, reinforcing positive agent behaviors that will result to customer satisfaction, and reforming those that result to negative customer experience. QA shall be able to assess how transactions are handled, and identify the areas that need improvement.
QA shall ensure that all agent-customer interactions result to positive experience and are performed in accordance to pre-determined compliance guidelines, through, but not limited to:
· Live or recorded monitoring of agent interactions (both voice and non-voice) ensuring compliance to pre-determined quality guidelines.
· Meeting the required number of evaluations on a daily, weekly, and/or monthly basis.
· Provide accurate and impartial judgement on all transaction evaluations.
· Regular coaching sessions with agents to reinforce good behavior and reform opportunities
· Reporting of daily, weekly, monthly, and quarterly monitoring scores or any quality-related performance together with root-cause/data analysis and recommended action items.
· Reporting of critical errors to Operations, Training, and HR, and monitor if the concerned party has completed the relevant corrective action procedures.
· Attending administrative hearings and deliberations resulting from the critical error callouts.
· Facilitating QA rollouts and guidelines orientations for new-hires, and certifying agents prior to official endorsement to Operations.
· Collaborating with Operations and Training in developing the technical and soft-skills of agents through coaching sessions, QA orientation, calibration sessions, rewards and recognition projects, etc.
· Attending and facilitating calibration sessions, and sending relevant minutes and variance reports after each session.
· Liaising with clients, and other internal groups as needed, on the creation/update of monitoring/compliance/knowledge-based tools and guidelines, etc.
· Reporting agent and transaction compliance trends to the Quality Manager and/or QA Supervisor.
· Identifying trends and opportunities for additional training or corrective action as needed and share feedback with immediate supervisor, Operations, and Training.
· Taking proper action on disputes filed against transaction evaluations.
· Participating in internal and external client meetings and performance reviews.
· Participating in process improvement designs related to quality, technology (CRM/KRM), agent-customer interaction flows, etc.
· Reviewing and submitting exceptional calls to be pooled for the good call library.
· Performing physical or information security audits, and telecommunication line quality, and floor background noise as needed
Performing other duties as requested or required by the Quality Manager or QA Supervisor, including taking in calls and/or providing back office services.
Join the A-Team and experience the A-Life!
Official account of Jobstore.
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!
QA is an expert in conducting end-to-end monitoring and feedback, reinforcing positive agent behaviors that will result to customer satisfaction, and reforming those that result to negative customer experience. QA shall be able to assess how transactions are handled, and identify the areas that need improvement.
QA shall ensure that all agent-customer interactions result to positive experience and are performed in accordance to pre-determined compliance guidelines, through, but not limited to:
· Live or recorded monitoring of agent interactions (both voice and non-voice) ensuring compliance to pre-determined quality guidelines.
· Meeting the required number of evaluations on a daily, weekly, and/or monthly basis.
· Provide accurate and impartial judgement on all transaction evaluations.
· Regular coaching sessions with agents to reinforce good behavior and reform opportunities
· Reporting of daily, weekly, monthly, and quarterly monitoring scores or any quality-related performance together with root-cause/data analysis and recommended action items.
· Reporting of critical errors to Operations, Training, and HR, and monitor if the concerned party has completed the relevant corrective action procedures.
· Attending administrative hearings and deliberations resulting from the critical error callouts.
· Facilitating QA rollouts and guidelines orientations for new-hires, and certifying agents prior to official endorsement to Operations.
· Collaborating with Operations and Training in developing the technical and soft-skills of agents through coaching sessions, QA orientation, calibration sessions, rewards and recognition projects, etc.
· Attending and facilitating calibration sessions, and sending relevant minutes and variance reports after each session.
· Liaising with clients, and other internal groups as needed, on the creation/update of monitoring/compliance/knowledge-based tools and guidelines, etc.
· Reporting agent and transaction compliance trends to the Quality Manager and/or QA Supervisor.
· Identifying trends and opportunities for additional training or corrective action as needed and share feedback with immediate supervisor, Operations, and Training.
· Taking proper action on disputes filed against transaction evaluations.
· Participating in internal and external client meetings and performance reviews.
· Participating in process improvement designs related to quality, technology (CRM/KRM), agent-customer interaction flows, etc.
· Reviewing and submitting exceptional calls to be pooled for the good call library.
· Performing physical or information security audits, and telecommunication line quality, and floor background noise as needed
Performing other duties as requested or required by the Quality Manager or QA Supervisor, including taking in calls and/or providing back office services.
Join the A-Team and experience the A-Life!
Official account of Jobstore.
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 are looking to hire a spirited director of operations to take our organization's operations to the next level. The director of operations will oversee program day to day operations and guard our values. You will analyze data and metrics to evaluate staff performance, lead and encourage employees to maximize performance, and ensure a strong talent pipeline. You will collaborate with human resources to create and implement succession plans for key management and supervisors and advance cohesion between various internal departments.
To be successful in this role you will ensure the quality of operations and customer service, inspire staff to give their all, and expand the company's footprint and strengthen their reputation. Ideal candidates are ambitious and performance-oriented with exceptional people skills.
Director of Operations Responsibilities:
Director of Operations Requirements:
Join the A-Team and experience the A-Life!
Official account of Jobstore.