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 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 sale.
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 (For All LOBs)
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.
Skills Required
- Strong English-language speaking, reading, and comprehension skills
- Strong phone communication skills
- Ability to steer conversations and maintain focus
- Highly efficient multitasking skills
- Good customer service orientation
- Strong attention to detail and information retention
- Ability to communicate information and instructions comprehensively to elderly customers
- Ability to work without direct supervision
- Understanding of the employer's core values
- Good computer navigation and internet skills
- Proficiency in Microsoft Office and computerized accounting and spreadsheet programs for Accounts Payable work
- Strong and stable home internet connection with at least 25 Mbps postpaid service, minimum actual speeds of 20 Mbps download and 10 Mbps upload, and proof of billing
- Two years of call center experience in customer service and retention
- At least two years of college, any course, or Senior High School graduation or equivalent
- Relevant after-sales care services and billing experience
- Customer retention, inbound customer service, and outbound customer service experience
- At least 18 years old and legally eligible to work in the Philippines
What We Do
Full Potential Solutions (FPS) is a new kind of performance-based outsourcing firm that puts culture and employees first, because we believe that happy, fulfilled teams accomplish great things. FPS develops comprehensive multichannel solutions for our partners to drive breakthrough business results. With a focus on increasing customer lifetime value and reducing acquisition costs for large brands, FPS couples the best people with our proprietary analytics and technology to implement effective strategies so our partners can reach their full potential. We develop and implement programs leveraging voice, email, and chat, coupled with direct mail and analytics to improve and optimize: sales / customer acquisition, lead generation, customer care, up-selling, retention and tech support. Our Culture We’re a group of trailblazers and doers. We love knocking down a complex problem and finding a solution. We challenge each other every day to perform our best, and take care of each other while doing it. At FPS, we are committed to creating an exciting culture of collaboration, innovation, leadership and fun. We take the time to invest in our people, providing them with comprehensive tools and training, and develop fulfilling paths for long-term career growth. Our team operates according to four core values that govern everything we do! - Integrity: Do what’s right and put team before self. - Excellence: Deliver exceptional results and reward performance. - Accountability: Take ownership and pride in our work. - Grace: Respect and appreciate one another; make your work personal! Interested? We're Hiring! We’re looking for smart, driven and talented people at all levels to join our rapidly growing team here in Kansas City, Missouri, USA, Waltham, Massachusetts, USA, Manila, Philippines and Chennai, India.
