Customer Experience Associate

FPS Innovation Labs Private Limited; Philippines; On-site; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Competitive compensation package

Medical, dental and vision benefits

Career growth opportunities

Job summary

Full Potential Solutions (FPS) seeks a Customer Experience Associate in Davao, Philippines. You will handle inquiries by phone, chat and email, balancing voice and non-voice tasks while verifying customer information and researching remittance status.

You will collaborate with partners to ensure efficient remittance delivery and meet performance metrics. The role emphasizes strong English communication, multitasking, and a customer-first mindset.

Qualifications

• Minimum 1 year of customer experience in fintech or remittance sectors preferred.
• Excellent English communication, both oral and written.
• Ability to multitask across voice and non-voice channels.
• Comfort with shifting schedules including weekends and holidays.
• Onsite work in Davao City; willingness to work in a blended environment.

Responsibilities

• Handle customer inquiries via phone, chat, and email.
• Balance voice and non-voice tasks effectively (50/50).
• Gather and verify customer information and remittance details.
• Collaborate with partners to ensure timely deliveries.
• Meet and exceed performance metrics and service level targets.

Skills

Strong English communication

Multitasking ability

Customer service orientation

Ability to manage expectations

Attention to detail

Time management

Critical thinking

Resilience and work ethic

Education

Senior High School or equivalent (2nd year college)

Tools

Typing 35 WPM

Web tools experience

Effective business writing

AI tools familiarity

Job description

Operations

• Davao, Philippines

Customer Experience Associate

Thrive as a Customer Experience Associate by providing outstanding phone, chat, and email support. Use your multitasking and communication skills to excel in a dynamic environment.

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.

• FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental and vision benefits, and 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!

As a Customer Experience Associate, you will handle customer inquiries via phone, chat, and email, balancing voice and non-voice tasks. You will gather and verify customer information, research transaction statuses, and collaborate with partners for efficient remittance delivery. Meeting performance metrics and providing exceptional customer service are key responsibilities.

Duties And Responsibilities

• Professionally handle incoming customers inquiries (via phone, chat & email).
• Performs 50% voice and 50% non-voice tasks.
• Thoroughly and efficiently gather required customer information
• Research remittance information and update the status of the transaction.
• Review documents shared by customers to match with Internal information.
• Work closely with Partners and other stakeholders to ensure delivery of remittance submitted.
• Meet and exceed company and individual performance metrics.
• Be a reliable and agile resource for customer service.

Qualifications

Soft Skills

• Good oral and written business English communication skills with emphasis on comprehension, fluency, and sentence construction.
• Excellent multi tasking ability and research skills.
• Good customer service orientation.
• Ability to set expectations, deliver and mediate information in a positive way.
• Good attention to details and meticulous attitude.
• Good time management skills.
• Critical thinking and decision-processing skills.
• Ability to work in a routinary environment, strong self-discipline, work ethic and resilience.
• Must be willing to work onsite (Damosa Lanang, Davao City).
• Must be willing to work in a shifting schedule including weekends and holidays.

Technical Skills

• Typing speed of at least 35 WPM.
• Effective business writing skills.
• Experience in using multiple web tools is a must.
• Good internet and computer navigation skills.
• An experience with AI integrated tools or have used any AI tools in the past is a big plus.

Experience, Education, Age

• Preferably with 1 year customer experience in a financial technology account.
• Customer service experience or call center experience in remittance companies and delivery service business industries is also a plus.
• Multi channel and omni channel experience is also an advantage (voice and non voice experience).
• Completed Senior High School or its equivalent (2nd year college).
• Legal age of employment; at least 18 years old.

Department Operations Role Agent Location Davao, Philippines