Customer Experience Specialist

2 days ago

Davao City, Davao, Philippines Full Potential Solutions Full time $40,000 - $60,000 per year

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

Customer Experience Specialists serve as the first line of support for our valued members, delivering responsive and thoughtful assistance across email, chat, and phone channels. This role demands empathy, agility, and a deep understanding of our products and mission. Specialists are responsible for resolving issues, from order discrepancies to account management, ensuring a premium customer experience with every interaction.

Duties and Responsibilities:

  • Use Zendesk and internal support platforms to manage, trouble shoot, problem-solve, and resolve customer issues and meet our CSAT standards.
  • Provide timely and accurate support via email, chat, and phone.
  • Resolve issues related to orders, billing, accounts, and product inquiries.
  • Maintain a deep understanding of our products/services to provide accurate and helpful guidance.
  • Log detailed and clear notes for all customer interactions.
  • Work collaboratively with other departments (e.g., logistics, QA) to escalate and resolve concerns.
  • Maintain a positive, member-first tone in all communications.

Qualifications:

  • Minimum of 1 year of experience in call center or customer service roles.
  • Required experience with multichannel or omnichannel support (chat, email, phone) in a BPO setting.
  • Zendesk experience is advantageous.
  • Preferred skills in account management.
  • Experience in resolving order issues, such as refunds, missing or damaged items, and shipping delays or lost packages, is a plus.
  • Must have completed Senior High School or equivalent (at least 2 years of college).
  • Must be at least 18 years old to meet legal employment age requirements.

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