Customer Experience Associate

Overview

Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India 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!

Responsibilities

• Responsible for answering incoming calls from the customers to take their orders, answer questions and inquiries, troubleshoot problems, provide information and handle complaints regarding products or services.
• Agents are also responsible in making sure every call is maximized as a selling opportunity to offer and showcase products and services while answering all questions and inquiries in a respectful and patient manner.
• Directly involved in the order taking and order placing process and repeat customer orders for accuracy before entering them into the system.
• Process order cancellations, answer billing, product questions and inquiries.
• Offer, articulate and showcase products and services.
• Recording details of comments, inquiries, complaints, and actions taken.
• Perform other duties as assigned.
  
  

Qualifications

Soft Skills

• Above average to Excellent English communication skills.
• Good customer service orientation and very helpful attitude.
• Ability to set expectations, deliver and mediate information in a clear and professional manner.
• Should have very good telephone etiquette.
• Good probing questions and ability to position products and services as a selling opportunity.
• Good attention to details and meticulous attitude as the job requires order taking and sales.
• Good multitasking skills.
• Ability to work from home in a quiet environment free of background noise and interruption.
• Must be willing to work in a shifting schedule - availability for evening, night, weekend, and holiday shifts.
• Good performance records with previous employment.
  
  

Technical Skills & ISP Requirements

• Good computer navigation and internet skills.
• Must have a strong and stable internet connection at home.
• With at least 25 mbps postpaid subscription and proof of internet billing; actual internet speed of at least 20mbps download and not less than 10 mbps upload.
  
  

Experience/Education/Age

• Must have 2-3 years of call center experience in a financial account.
• Accounts payable, finance, insurance and any other related programs aside from customer service experience is a plus.
• At least 2 years in College, any course or Senior High School graduate or its equivalent.
• Must be of legal age to work in the Philippines; minimum of 18 years old.