Customer Support Representative – Join Our Uptown BGC Team

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!

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 stakeholder 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:Curious and Clever,Entrepreneurial Energy,Fast with Intent, andLaugh and Learn.

A SNAPSHOT OF YOUR ROLE

The primary objective of the Customer Service Representative is to be the first point of contact for customers, service agents and retailers regarding product sales, technical support, operational and connection queries. You will be responsible for liaising with key stakeholders and providing them with timely and accurate information that meets their needs

Technical & Customer Support

• Manage inbound and outbound calls, emails, and service desk tickets to helpresolve product, technical or customer support issues.
• Troubleshoot technical issues, answerproduct-related questions and provide guidance on how to use the product.
• Maintain accurate customer records through Fresh Desk to ensure a seamless customer experience.
• Work with the Team Lead or Service Manager to escalate customer or product issues.
• High level of technical knowledge, or the ability quickly understand and support consumer and mobile electronics products.

Warranty Returns

• Coordinate the return of faulty goods for assessment by our internal technical team.
• Troubleshoot products/faults to either resolve issues or provide options for warranty repair, provision of spare parts etc.
• Verify the warranty status of the product and process the return in accordance with company policies.
• Communicate with customers who have submitted warranty returns, to provide updates on the status of their return and address any questions or concerns they may have.