Residential Care Chat Representative

FPS Innovation Labs; Davao City; Presencial; PHP 240 000 - 360 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Lucrative compensation

Medical benefits

Dental benefits

Vision benefits

Career growth opportunities

Resumo da oferta

FPS Innovation Labs is seeking an Operations – Davao-based Residential Care Chat Representative to deliver exceptional customer service. The role focuses on resolving inquiries with high satisfaction, meeting performance metrics, and documenting interactions accurately.

Ideal candidates have 1–2 years in a call center, billing experience, and basic Internet troubleshooting skills. This on-site position in Davao, Philippines offers competitive compensation and growth opportunities within FPS.

Qualificações

• 1–2 years of call center experience, inbound telecommunications preferable.
• Billing experience in a call center environment is required.
• Knowledge in basic Internet troubleshooting is a must.

Responsabilidades

• Maintain a high level of customer satisfaction across all interactions.
• Deliver customer experience that meets key metrics including Customer Satisfaction (NPS/OSAT), FCR, and AHT.
• Accurate note documentation for all customer interactions.
• Effectively convert detractors to promoters and expand relationships with existing customers.
• Understand market behavior and Frontier's competitive offers and align solutions accordingly.
• Follow procedures and escalation paths to resolve issues efficiently.

Conhecimentos

Communication skills

Customer service

Negotiation

Goal oriented

Flexible

Language skills

Telecommunications knowledge

Formação académica

Senior High School or equivalent

Ferramentas

Windows OS

Descrição da oferta de emprego

Operations – Davao, Philippines

Residential Care Chat Representative

Thrive as a Customer Service Representative. Deliver exceptional service, meet key metrics, and transform challenges into positive experiences. Unlock your full potential with us today!

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 benefits, dental benefits, vision benefits, and the opportunity for high potential career growth with a fast-growing company.

• lucrative compensation program
• medical benefits
• dental benefits
• vision benefits
• opportunity for high potential career growth

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!

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 Frontier's 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.

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.

Department Operations Role Agent Location Davao, Philippines

Contact FOX Talent Acquisition