Customer Care & Billing Specialist — Upsell & Support

FPS Innovation Labs; Bogotá; Presencial; COP 35.712.000 - 46.872.000; Jornada completa

Descripción de la vacante

FPS Innovation Labs is seeking a Residential Care Representative in Bogotá, Colombia. You will handle customer service and billing inquiries via phone or live chat, while supporting existing clients and driving sales opportunities. A customer-centric approach and product knowledge are essential, with flexibility for peak periods.

You will engage with customers, resolve issues, and upsell suitable products and services, delivering an excellent experience in a fast-paced environment.

Formación

• 1 year of call center experience required, 1–2 years preferred.
• Experience with billing or telco campaigns and upselling in a call center.
• Strong consultative, solution or value-based selling skills.
• Excellent verbal and written communication.
• Ability to handle irate customers calmly and professionally.
• Sales mindset with energy and opportunity spotting.
• Mastery of product and service offerings for upsell opportunities.
• Strong problem-solving and question-asking to reach root causes.

Responsabilidades

• Handle customer account and billing inquiries via phone or live chat with accurate resolutions.
• Support existing customers and assist new clients with sales opportunities.
• Maintain strong knowledge of products and services to address needs.
• Identify needs and promote or upsell add-ons and services.
• Be flexible with schedules to meet business demands.

Conocimientos

Call Center Experience

Billing Experience

Upselling

Consultative Selling

Solution Selling

Verbal Communication

Written Communication

Empathy

Handling Irate Customers

Rejection Handling

Sales Energy

Opportunity Recognition

Questioning Skills

Problem Solving

Technical Understanding

Descripción del empleo

FPS Innovation Labs is seeking a Residential Care Representative in Bogotá, Colombia. You will handle customer service and billing inquiries via phone or live chat, while supporting existing clients and driving sales opportunities. A customer-centric approach and product knowledge are essential, with flexibility for peak periods.

You will engage with customers, resolve issues, and upsell suitable products and services, delivering an excellent experience in a fast-paced environment.