Customer Experience Associate

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 Associate, you will handle customer inquiries via phone, chat, and email, balancing voice and non-voice tasks. You will gather and verify customer information, research transaction statuses, and collaborate with partners for efficient remittance delivery. Meeting performance metrics and providing exceptional customer service are key responsibilities.

Duties and Responsibilities:

• Professionally handle incoming customers' inquiries (via phone, chat & email).
• Performs 50% voice and 50% non-voice tasks.
• Thoroughly and efficiently gather required customer information
• Research remittance information and update the status of the transaction.
• Review documents shared by customers to match with Internal information.
• Work closely with Partners and other stakeholders to ensure delivery of remittance submitted.
• Meet and exceed company and individual performance metrics.
• Be a reliable and agile resource for customer service.

Qualifications:

Soft Skills

• Good oral and written business English communication skills with emphasis on comprehension, fluency, and sentence construction.
• Excellent multi tasking ability and research skills.
• Good customer service orientation.
• Ability to set expectations, deliver and mediate information in a positive way.
• Good attention to details and meticulous attitude.
• Good time management skills.
• Critical thinking and decision-processing skills.
• Ability to work in a routinary environment, strong self-discipline, work ethic and resilience.
• Must be willing to work onsite (Damosa Lanang, Davao City).
• Must be willing to work in a shifting schedule including weekends and holidays.

Technical Skills

• Typing speed of at least 35 WPM.
• Effective business writing skills.
• Experience in using multiple web tools is a must.
• Good internet and computer navigation skills.

Experience, Education, Age

• Preferably with 1 year customer experience in a financial technology account.
• Customer service experience or call center experience in remittance companies and delivery service business industries is also a plus.
• Multi channel and omni channel experience is also an advantage (voice and non voice experience).
• Completed Senior High School or its equivalent (2nd year college).
• College degree preferred but not required.
• Legal age of employment; at least 18 years old.