Billing and Sales Representative

FPS Innovation Labs; Davao City; On-site; PHP 223,000 - 279,000; Full time

Job summary

Full Potential Solutions (FPS) is seeking a friendly Residential Care Representative in Davao to ensure customer satisfaction and meet performance metrics. You will document interactions, resolve issues efficiently, and strive for first contact resolution while adapting to policy updates.

The role requires 1–2 years in a call center, billing experience, and basic IT troubleshooting. Strong communication and negotiation skills are essential to success in this fast-paced environment.

Qualifications

• Experience in a call center handling inbound Telecommunications inquiries (customer service, billing, and sales).
• Billing experience in a call center environment is required.
• Knowledge in basic Internet troubleshooting is a must.
• Inbound sales background is a plus.
• 1+ years PC experience in a Windows environment preferred.
• Completed Senior High School or its equivalent (2nd year college).
• Legal age of employment; at least 18 years old.

Responsibilities

• Achieve high customer satisfaction and confidence in all interactions.
• Meet KPIs: Customer Satisfaction (NPS/OSAT), FCR, Sales metrics, and Average Handle Time.
• Accurately document notes for all customer interactions.
• Maintain high level of customer satisfaction.
• Convert detractors to promoters where possible.
• Understand market behavior and Frontiers competitive offers.
• Maintain/expand relationships with existing customers.
• Limit outbound calls to follow-ups necessary for first contact resolution.
• Consult with customers to offer various products and services.
• Work on clearing outstanding orders daily to avoid delays.
• Follow established procedures and adapt to new policies.
• Ensure compliance with supervisor requests and escalation procedures.
• Solve complex customer challenges and regain consumer confidence.

Skills

Communication

Customer service

Negotiation

Goal-oriented

Flexibility

Adaptability

Language skills

Telecommunications knowledge

Education

Senior High School or equivalent

1-2 years call center experience

Billing experience in call center

Basic Internet troubleshooting

1+ years Windows PC experience

Legal age 18+

Job description

About Us

Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results.

Our Benefits

• lucrative compensation program
• medical, dental and vision benefits
• the opportunity for high potential career growth with a fast-growing company

Our Core Values

• Integrity - Do what's right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission

To create conditions within which people can thrive!

Job Title

Residential Care Representative

Job Description

Your role is to ensure customer satisfaction by meeting performance metrics such as Customer Satisfaction and First Contact Resolution. You will accurately document interactions, resolve issues efficiently, and convert negative experiences into positive ones. Staying informed about market trends and competitive offers will help you maintain customer relationships. You'll prioritize first call resolution but conduct follow-ups as needed. Adhering to procedures and adapting to new policies is essential in addressing customer challenges effectively.

Duties And Responsibilities

• High level of customer satisfaction and confidence with all interactions
• Deliver customer experience above customer/shareholder requirement as measured by key metrics, including but not limited to: Customer Satisfaction (NPS/OSAT), Contact Resolution Rate (FCR), Sales metrics (Close Rates) and Average Handle Time (AHT)
• Accurate note documentation for all customer interactions.
• Ability to maintain a high level of customer satisfaction.
• Ability to effectively convert detractors to promoters.
• Required to understand market behavior and Frontiers competitive offers
• Maintains/expands relationships with existing customers.
• Outbound calls shall be limited and only be supported as needed to complete follow-up with customers that are not able to be resolved in the initial contact. The requirement and goal shall always be first call resolution.
• Consults with existing/new customers to offer variety of products and services
• Work at clearing outstanding orders daily to ensure no impact or delays.
• Follows established procedures and receives instruction on newly implemented policy and procedure changes.
• Ensures compliance with supervisor requests and escalation procedures
• Ability to solve complex customer challenges/regain consumer confidence.

Qualifications - Soft Skills

• Good communication skills.
• Good customer service orientation and negotiation skills.
• Strong commitment to helping and serving customers.
• Motivated and goal-oriented - has the ability to drive oneself to deliver and hit KPIs.
• Highly flexible, takes varied call types within the call center environment adjusts call handling performance and metrics as business needs require.
• Adapts communications style and displays strong language skills to meet customer needs. displaying extremely strong communication ability.
• Knowledge of Telecommunications is an advantage.

Experience/Education/Age

• At least 1-2 years of experience in a call center environment preferably handled inbound Telecommunications inquiries (Basics of Customer Service, Billing, and Sales)
• Billing experience in a call center environment is required.
• Knowledge in basic Internet troubleshooting is a must.
• Inbound sales background is a plus.
• 1+ years PC experience in a Windows environment preferred.
• Completed Senior High School or its equivalent (2nd year college).
• Legal age of employment; at least 18 years old.

Location

• Davao, Philippines

Contact

FOX Talent Acquisition