Residential Chat Support Pro — Elevate CX (Davao)

FPS Innovation Labs

Davao City

On-site

PHP 201,000 - 335,000

Full time

6 days ago

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Job summary

FPS Innovation Labs in Davao, Philippines is hiring a Residential Care Representative to ensure customer satisfaction by meeting performance metrics, accurately documenting interactions, resolving issues efficiently, and converting negative experiences into positive ones. You’ll stay informed about market trends and competitive offers to maintain strong customer relationships.

The role emphasizes first-call resolution, adherence to procedures, and the ability to handle complex challenges while

Qualifications

Minimum 1 year chat experience in any vertical.
Must achieve 35 WPM with 100% accuracy; if no chat experience, 45 WPM with 94% accuracy.
Billing & Sales experience in a call center environment is required.
Completed Senior High School or its equivalent (2nd year college).
Legal age of employment; at least 18 years old.

Responsibilities

Identify customer concerns via chat and engage patiently to provide best-in-class service.
Research customer needs and identify solutions using available tools.
Provide accurate information and solutions about products and services.
Follow Frontier processes and procedures to resolve issues.
Meet or exceed productivity goals and service level agreements (SLAs).
Document interactions accurately and maintain high customer satisfaction.
Convert detractors into promoters and maintain relationships with customers.