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! 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. Advance Your Career - Join us today and be part of a team where your work makes an impact! 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 (including a car in 2023!) Recognition through our Value Awards — we celebrate your wins Real career growth with internal promotions Meaningful work with talented and supportive teams Your future matters: 900 internal promotions every year 2,700+ leadership training courses Extra rewards along the way: 14th Month Pay for employees who complete 5 years with us Generous referral incentives of up to ₱42,000 depending on the role Enjoy work-life balance: 12 Vacation Leaves 12 Sick Leaves 1 Birthday Leave A SNAPSHOT OF YOUR ROLE Join Acquire Intelligence as a Complaints Manager and take ownership of the full complaints lifecycle across a dynamic telecommunications environment. This is a senior individual contributor role where your expertise directly shapes outcomes for customers and the business alike, with no people-leadership responsibilities getting in the way of the work you do best. You will serve as the internal subject-matter expert for complex, escalated, regulatory, and privacy-related complaints, driving investigations, crafting written responses, leading remediation efforts, and ensuring the organisation remains audit-ready across all relevant regulatory frameworks. YOUR DAILY RESPONSIBILITIES Manage end-to-end handling of complex, escalated, regulatory, and privacy-related customer complaints Conduct thorough investigations into complaints and produce high-quality written responses Lead remediation activities and ensure appropriate customer outcomes are achieved Perform root-cause analysis to identify systemic issues and recommend corrective actions Maintain organisational readiness for regulatory audits and external dispute resolution processes Liaise with the Telecommunications Industry Ombudsman and manage TIO dispute resolution Monitor compliance with the TCP Code, ACMA requirements, Australian Consumer Law, and the Privacy Act 1988 Act as the internal subject-matter expert and go-to resource for complaint-handling policy and practice Identify trends in complaint data and present insights to support continuous improvement A BIT ABOUT YOU Demonstrated experience managing complaints in the Australian telecommunications industry Strong working knowledge of the TCP Code and ACMA complaint-handling requirements Solid understanding of Australian Consumer Law and ACCC consumer protection obligations Familiarity with the Privacy Act 1988 and OAIC privacy complaint expectations Experience handling Telecommunications Industry Ombudsman disputes and external escalations Skilled at conducting structured investigations and producing clear, professional written responses Able to perform root-cause analysis and translate findings into actionable recommendations Comfortable working as a senior individual contributor with a high degree of autonomy Highly organised with the ability to manage multiple complex matters simultaneously 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! Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on “Access Rights to Personal Data” or send us an email to [email protected]. Please refer to our Privacy Policy at https://acquire.ai/ph/privacy-policy/

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