Customer experience expert | chat: manila & davaoFull Potential Solutions, Inc

Manage incoming technical product support requests from a triage standpoint (technical, functional, or billing).
Provide technical support through chat, email or phone.
Respond to written and phone requests for service, warranty, or parts assistance from our distributors, dealers, or end-users.
Identify areas needing improvement and develop plans necessary to move sales and marketing teams forward continuously.
Provide pre-sales product support to prospective customers.
Provide professional and timely response to all customer inquiries while adhering to the company's policies and procedures.
Provide excellent customer service by promptly and courteously responding to all inbound inquiries.
Utilize product schematics and Illustrated Parts List (IPL).
Analyze and execute an action plan for part failure issues.
Identify necessary steps required to resolve a reported issue by utilizing data from relevant departments.
Liaise and represent the parts department in inter-company meetings.
Identify transaction type which may or not be limited to warranty, rental, and repair.
Assess required action items and create the action plan, including setting appropriate escalation level, conclusion, timeline, and procedural steps.
Ensure all requests for service parts support are promptly and accurately addressed.
Execute sales orders, price quotes, and warranty transactions.
Answer questions regarding part failure warranty coverage and communicating the next step to leadership.
Soft Skills
Excellent verbal and written communication skills, as well as teamwork and interpersonal skills, to include the ability to develop high-quality working relationships both internally and externally with customers and suppliers.
Effective communication skills to handle complaints and diverse customers while maintaining a high level of service required.
Strong working knowledge in using a web-based search engine(s).
Demonstrated skill in writing concise, logical and grammatically correct correspondence.
Must be detail-oriented, organized, and able to adhere to operational processes.
Results-oriented and demonstrated ability to effectively manage multiple priorities simultaneously and meet compressed/critical deadlines in a fast-paced environment.
Strong customer focus, both internal and external.
Strong problem-solving skills.
Ability to thrive in a fast-paced, rapid growth environment required.
Ability to multitask and manage multiple projects required.
Strong mechanical and technical aptitude, preferred.
A self-starter with a positive attitude and strong work ethic is required.
Must be willing to work on a night shift.
Technical Skills & ISP Requirements
Good computer navigation skills and internet skills.
Must have a strong and stable internet connection at home.
With at least 25 mbps postpaid subscription and proof of internet billing; actual speed of at least 20 mbps download and not less than 10 mbps upload.
Experience, Education
Minimum of 1-2 years of customer service experience and dealing with escalated service issues in a call center environment, retail experience and expertise in the on-line retail industry preferred.
Familiarity with outdoor power gardening tools and equipment is a plus.
Multi-channel and omni channel experience is also an advantage (voice and non-voice experience).
At least 2 years in College, any course or Senior High School graduate or its equivalent.
Legal age of employment.
Work from Home
Entry Level / Junior, Apprentice Customer Service Business Process Outsourcing 20 openings Bachelor's degree graduate
Full Potential Solutions (FPS) is a performance-based outsourcing firm with operations in Kansas City, MO, Chennai, India and Manila that puts culture and employees first. We employ the best people, processes and proprietary technology available to deliver multichannel solutions for our clients and fulfilling careers for our employees. FPS is a rapidly growing, global company. We invest in our people and put culture first because we believe that happy, fulfilled teams achieve great things! 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. We are committed to creating a culture where our people can succeed and reach their full potential, because we believe that if you put people first, you drive great results.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 respectExcellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvementAccountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionateGrace - Respect and appreciate differences, Care for one another, Humility, Make work personal Our Mission: To create conditions within which people can thrive!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; Chennai, India, and Manila, Philippines.
Kalibrr

Pasig City, Metro Manila
Permanent
Full-time