We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. As a Booking & Admin Coordinator, your role is vital in keeping our customers happy and contributing to our organization’s growth and success.
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.
A SNAPSHOT OF YOUR ROLE
As a Booking & Admin Coordinator, you’ll interact with the client and its customer’s through email and phone calls; and ensure their service and requirements are addressed in a timely and efficient manner.
Your day could see you:
Primarily answering and processing of inbound calls
Take bookings and requests by telephone, email and checking the arrival of online bookings
Entering booking details into database
Confirmation of bookings with the clients customers (outbound)
Dealing with general enquires received from our personnel
Escalating customer issues or any internal issues to management to ensure that these issues are actioned right away
Report performance issues to the team leader
Notify client booking changes or cancellations to personnel
Comply with and make recommendations for improvement to procedures relevant to this position
Handling back office / administration tasks assigned by the team leader
Monitoring and accomplishing individual targets against key criteria and set standards
Protecting the business by adhering to the policies and procedures of the program and of the company
Can work with minimal supervision
Flexible to shifting schedule (Business hours and After Hours)
Performing other tasks assigned by the supervisor/manager
Participating in team activities such as team huddles, up-training, etc.
Handling all requests with due skill and care.
Demonstrating strong verbal and written communication skills, including appropriate grammar and punctuation.
A BIT ABOUT YOU
Ability to use the desktop computer system – intermediate level
Good understanding of basic internet usage
Good understanding of the telephone system
With excellent English communication, listening and organizational skills.
Strong customer service/back office skills
Good problem solving skills
Minimum typing speed of 35 words per minute
Accuracy and speed at entering data will be important
Ability to understand customers speaking with Australian accent and jargons
Ability to multi-task (Listening/Talking while typing/navigating and vice versa; or work on several tasks at the same time)
Analytical and can easily grasp updates/changes in policies and procedures and able to retain all the changes and updates
Team player and self- motivated
Familiar with Australian geography and culture is preferred but not required
Customer orientation and ability to adapt/respond to different types of personalities
Ability to sit for extended periods of time
Ability to think clearly especially in adverse situations
Ability to coordinate and communicate effectively
A CSAT champion/top performer.
Able to solve problems and work under minimal supervision.
Adept in learning new workflows and tasks.
Flexible to shifting schedule including but not limited to weekend shifts, night shift, working on holidays, etc.
With a minimum of one year customer service experience in the BPO industry.
With a minimum of one year of back-end admin processing experience (data entry/email).
WHAT SUCCESS LOOKS LIKE
High quality leads.
Above average conversion rate.
Achievement of KPIs.