Operations

Davao, Philippines

Residential Chat Support Representative

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, 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!

As a Residential Care Representative, your role is to ensure customer satisfaction by meeting performance metrics such as Customer Satisfaction and First Contact Resolution. You will accurately document interactions, resolve issues efficiently, and convert negative experiences into positive ones. Staying informed about market trends and competitive offers will help you maintain customer relationships. You'll prioritize first call resolution but conduct follow-ups as needed. Adhering to procedures and adapting to new policies is essential in addressing customer challenges effectively.

Duties And Responsibilities

Ability to identify concerns through Chat and effectively engage with customers patiently, tactfully, and efficiently to provide best-in-class service.
Use critical thinking skills to research customer needs/ identify solutions
Utilize all tools and resources to provide customers with accurate Information/solutions
Apply knowledge of products/ services
Accurately follow Frontier processes and procedures.
Meet/exceed productivity goals and SLAS
High level of customer satisfaction and confidence with all interactions
Deliver customer experience above customer/shareholder requirement as measured by key metrics
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.
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.

Qualifications

Soft Skills

Ability to clearly communicate in the Frontier Voice and embody Frontier's personality traits
Minimum English writing proficiency at B2 in CEFR guidelines
Ability to multitask with concurrent chat and desktop management skills
Ability to think critically and troubleshoot effectively
Ability to remain professional when responding to unfriendly or difficult customers.
Ability to interpret billing statements, including identifying applied credits and understanding rate increases
Ability to remain emotionally aware in difficult conversations.
Possesses high critical thinking skills, resourcefulness, and customer service oriented

Experience/Education/Age

At least 1 year chat experience in any vertical
At least 1 year of chat experience, with typing speeds of at least 35 WPM and 100% accuracy or; If a candidate has no chat experience they must achieve at least 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.

Department Operations Role Agent Locations Davao, Philippines

Contact FOX Talent Acquisition

Colleagues

FOX

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Operations

Davao, Philippines

Residential Chat Support Representative

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