Residential Care Specialist: Elevate Customer Experience

Fpsinc; Davao City; On-site; PHP 180,000 - 240,000; Full time

Job summary

Full Potential Solutions (FPS) is a global, performance-driven omnichannel services company with operations in Manila and other locations. We are seeking a Residential Care Representative to help our customers by meeting performance metrics and resolving issues on first contact when possible.

You will document interactions, address inquiries about billing and services, and strive to keep customers satisfied while aligning with company policies. Prior call center experience is preferred.

Qualifications

• 1–2 years of experience in a call center environment (inbound inquiries)
• Billing experience in a call center is required
• Knowledge of 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

• High level of customer satisfaction and confidence with all interactions
• Deliver customer experience above customer/shareholder requirement as measured by key metrics (NPS/OSAT, FCR, Close Rates, AHT)
• Accurate note documentation for all customer interactions
• Maintain a high level of customer satisfaction
• Convert detractors to promoters
• Understand market behavior and Frontier's competitive offers
• Maintain/expand relationships with existing customers
• Limited outbound calls; prioritize first call resolution
• Consult with customers to offer products and services
• Address outstanding orders daily to avoid delays
• Follow procedures and adapt to policy changes
• Ensure compliance with supervisor requests and escalation procedures
• Solve complex customer challenges and regain consumer confidence

Skills

Good communication

Customer service orientation

Negotiation skills

Goal-oriented

Flexibility

Language skills

Education

Senior High School diploma

2nd year college

Tools

Windows OS

Billing systems

Internet troubleshooting

Job description

Full Potential Solutions (FPS) is a global, performance-driven omnichannel services company with operations in Manila and other locations. We are seeking a Residential Care Representative to help our customers by meeting performance metrics and resolving issues on first contact when possible.

You will document interactions, address inquiries about billing and services, and strive to keep customers satisfied while aligning with company policies. Prior call center experience is preferred.