Full Potential Solutions
Customer Experience & Sales Experts
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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!
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About the Role
As a Customer Experience and Sales Expert, you will manage incoming calls to process orders, address inquiries, resolve issues, and handle complaints while maximizing sales opportunities. You will accurately enter orders, process cancellations, and address billing and product-related questions, all while documenting interactions and maintaining a patient, respectful approach.
Responsibilities
- Aim to address order-related issues and ensure a smooth order fulfillment process
- Coordinate with vendors and logistic partners to ensure on-time delivery and resolve any sourcing and delivery issues
- Maintain the company's profit margin on each customer order
- Correctly input the order and sourcing details to the system for accurate reporting
- Identify discrepancies on order summary and report it to the Fulfillment supervisor
- Complete the task in a timely manner
- Receive and process order changes notification
- Contact the customer in a timely manner and accurately discuss the changes of their order
- Seek the customer's approval on the order change
- Collaborate with the fulfillment team to proceed with the sourcing of the approved order
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.
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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 with 1 year relevant sales & retention background (cross sales, inbound sales).
- Related experience in a fulfillment, logistics, or supply chain role, preferably in a similar industry.
- Experience coordinating with vendors and managing logistics operations.
- 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.
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