Residential Care Advocate - Inbound Support & Satisfaction

FPS Innovation Labs; Davao City; On-site; PHP 240,000 - 360,000; Full time

Job summary

Full Potential Solutions (FPS) is seeking a Residential Care Representative in Davao to ensure customer satisfaction through effective issue resolution and proactive service.

In this role, you will document interactions, meet performance metrics such as CSAT and FCR, and address inquiries about billing and services. You will follow established procedures and escalate where needed while contributing to a positive customer experience and team goals.

Qualifications

• 1–2 years in a call center handling inbound inquiries.
• Billing experience in a call center is required.
• Basic Internet troubleshooting knowledge is a must.

Responsibilities

• Maintain high customer satisfaction and confidence in all interactions.
• Achieve metrics: CSAT/OSAT, FCR, sales close rates, and AHT.
• Accurately document interactions and notes for each customer.
• Convert detractors into promoters and uphold first-call resolution.
• Follow procedures and escalation paths for policy changes.

Skills

Good communication

Customer service orientation

Negotiation skills

Goal-oriented

Flexible under pressure

Strong language skills

Education

Senior High School graduate

Job description

Full Potential Solutions (FPS) is seeking a Residential Care Representative in Davao to ensure customer satisfaction through effective issue resolution and proactive service.

In this role, you will document interactions, meet performance metrics such as CSAT and FCR, and address inquiries about billing and services. You will follow established procedures and escalate where needed while contributing to a positive customer experience and team goals.