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 Customer Experience and Sales Expert, you will manage incoming calls to process orders, address inquiries, resolve issues, and handle complaints while maximizing sales opportunities. You will accurately enter orders, process cancellations, and address billing and product-related questions, all while documenting interactions and maintaining a patient, respectful approach.

Duties and Responsibilities:

As a Customer Experience and Sales Expert, you will assist with post-purchase inquiries and issues. Your responsibilities include resolving complaints, offering solutions, gathering feedback, and maintaining records to enhance customer satisfaction and foster loyalty.

• Responsible for providing assistance and support to customers who have purchased products or services, addressing their inquiries, concerns, and issues after the sales.
• Assisting customers resolve complaints, problems, and issues related to the product or service they have purchased.
• Having a deep understanding of the products or services offered to effectively address customer questions and provide solutions.
• Gathering feedback from customers about their experiences with the product or service to identify areas for improvement.
• Providing insights and suggestions for improving after-sales processes to enhance customer satisfaction and retention.
• Maintaining records of customer interactions, feedback, and resolutions for future reference and analysis.
• Building and maintaining strong relationships with customers to promote loyalty and repeat business.

Qualifications:

Soft Skills

• Strong English-language speaking skills, both reading from the script and unscripted.
• Strong phone skills. Ability to speak clearly and confidently to the caller.
• Ability to steer the conversation and not be overwhelmed or lose focus.
• Highly efficient multitasking skills.
• Good customer service orientation.
• Strong attention to detail and retention of information.
• Ability to relay information/instructions to elderly people comprehensively.
• Can work without direct supervision.
• Has a great understanding of FPS’ core values.

Technical Skills & ISP Requirements

• Good computer navigation and internet skills.
• Proficiency in MS Office, including the ability to operate computerized accounting and spreadsheet programs for the Accounts Payable LOB.
• 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 20 mbps download and not less than 10 mbps upload.

Experience/Education/Age

• Must have 2 years of call center experience in Customer Service & Retention.
• Relevant experience in after-sales care services and billing is an advantage.
• Experience in Customer Retention, Inbound and Outbound Customer Service is an advantage.
• 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.