Care Specialist: Inbound Billing & Service Support

FPS Innovation Labs; Davao City; On-site; PHP 279,000 - 391,000; Full time

Job summary

Full Potential Solutions (FPS) seeks a General Care Specialist in Davao City to deliver superior customer service for fiber and cable customers. You will handle inbound calls, assist with billing questions, service concerns, and account support.

Focus on First Call Resolution, reducing repeat contacts, and educating customers on products and options. FPS offers a supportive, growth-oriented environment with competitive benefits and a collaborative culture.

Qualifications

• 1-2 years of experience in a call center environment (inbound telecommunications)
• 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
• Legal age of employment; at least 18 years old

Responsibilities

• Handle inbound customer care calls in a fast-paced call center environment
• Resolve billing questions, service concerns, and account issues with a focus on First Call
• Resolution and reducing repeat contacts
• Deliver a best-in-class customer experience through empathy, professionalism, and problem-solving
• Proactively work to reduce repeat calls by addressing root causes and helping prevent future issues
• Educate customers on their accounts, services, billing, and available options
• Use a consultative approach to recommend and position new products and services based on customer needsAccess and update customer accounts while speaking with customers
• Maintain knowledge of products, services, systems, and industry updates
• Support team goals related to customer satisfaction, retention, and growth

Skills

Communication skills

Rapport building

Multitasking

Problem solving

Professionalism

Teamwork

Willingness to learn

Flexible scheduling

CRM usage

Billing systems

Account management

Documentation

Troubleshooting

Education

Senior High School or equivalent

Job description

Full Potential Solutions (FPS) seeks a General Care Specialist in Davao City to deliver superior customer service for fiber and cable customers. You will handle inbound calls, assist with billing questions, service concerns, and account support.

Focus on First Call Resolution, reducing repeat contacts, and educating customers on products and options. FPS offers a supportive, growth-oriented environment with competitive benefits and a collaborative culture.