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Customer Service Specialist

1 week ago

Pasig, National Capital Region, Philippines Fpsinc Full time
About Us

FPSinc is a rapidly expanding performance based outsourcing firm headquartered in Boston, MA with operations in Kansas City, MO; Metro Manila & Davao, Philippines and Chennai, India. We are committed to creating a culture where our people can succeed and reach their full potential.

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

We believe that if you put people first, you drive great results. Our mission is simple: create a culture in which our employees thrive, because we believe that happy, motivated teams achieve groundbreaking results.

Job Description

Primary Responsibilities:

  • Save new pending orders.
  • Handle pending order status calls.
  • Appointment reschedules.
  • Pending order cancellations.

Key Responsibilities:

  • Retention for prospect customers wishing to cancel their order.
  • Outbound SAV queue.
  • Field Technician cancellation calls.
  • Rescheduling service orders for prospect customers.
  • Review stage code orders to educate customers on installation status.
  • Partner with dispatch or assignment to move pending orders forward.
  • Modify pending orders to upgrade or downgrade speeds.
  • Modify pending orders to add or remove features.
  • Review drop status.
  • Modify home/email address for prospect customers.