Customer Experience Associates (Davao)

Overview

Full Potential Solutions (FPS) is a performance-based outsourcing firm headquartered in Boston, MA, with operations in Kansas City, MO; Metro Manila, Philippines, and Chennai, India. We employ the best people, processes, and proprietary technology available to deliver multichannel solutions for our clients and provide fulfilling careers for our employees.

We invest in people and culture because we believe that happy, fulfilled teams achieve great things! By putting people first, we drive breakthrough results. We offer 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. We are committed to creating a culture where people can succeed and reach their full potential.

Our Core Values

• Integrity - Do what's right for everyone: clients, shareholders, partners, and colleagues. TEAM is more important than self to create an atmosphere of mutual respect.
• Excellence - Deliver exceptional client results, reward and recognize performance, and be in a relentless pursuit for improvement. Make your work and your goals personal.
• Accountability - Act like an owner. Take pride in your work.
• Grace - Respect and appreciate differences. Care for one another and embrace humility.
  
  

Our Mission: To create conditions wherein people can thrive!

Responsibilities

• Professionally handle incoming customers' inquiries (via phone, chat & email).
• Performs 50% voice and 50% non voice tasks.
• Thoroughly and efficiently gather required customer information
• Research remittance information and updated status of the transaction.
• Review documents shared by customers to match with Internal information.
• Work closely with Partners and other stakeholders to ensure delivery of remittance submitted.
• Meet and exceed company and individual performance metrics.
• Be a reliable and agile resource for customer service.
  
  

Qualifications

Soft Skills

• Good oral and written business English communication skills with emphasis on comprehension, fluency and sentence construction.
• Excellent multi tasking ability and research skills.
• Good customer service orientation.
• Ability to set expectations, deliver and mediate information in a positive way.
• Good attention to details and meticulous attitude.
• Good time management skills.
• Critical thinking and decision-processing skills.
• Ability to work in a routinary environment, strong self-discipline, work ethic and resilience.
  
  

Technical Skills & ISP Requirements

• Typing speed of at least 35 WPM.
• Effective business writing skills.
• Experience in using multiple web tools is a must.
• Good internet and computer navigation skills.
• Must have a strong and stable internet connection at home.
• With at least 25 mbps postpaid subscription and proof of internet billing; actual speed of at least 20 mbps download and not less than 10 mbps upload.
  
  

Experience, Education, Age

• Preferably with 1 year of call center or customer experience in a financial technology account.
• Customer service experience or call center experience in remittance companies and delivery service business industries is also a plus.
• Multi channel and omni channel experience is also an advantage (voice and non voice experience).
• Completed Senior High School or it’s equivalent (2nd year college).
• College degree preferred but not required.
• Legal age of employment; at least 18 years old.