Residential Care Representative
Full Potential Solutions
- Davao City
- Permanent
- Full-time
- 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
Responsibilities
- High level of customer satisfaction and confidence with all interactions.
- Deliver customer experience above customer/shareholder requirement as measured by key metrics, including but not limited to: Customer Satisfaction (NPS/OSAT), Contact Resolution Rate (FCR), Sales metrics (Close Rates) and Average Handle Time (AHT).
- Accurate note documentation for all customer interactions.
- Ability to maintain a high level of customer satisfaction.
- Ability to effectively convert detractors to promoters.
- Required to understand market behavior and Frontier’s competitive offers.
- Maintains/expands relationships with existing customers.
- Outbound calls shall be limited and only be supported as needed to complete follow-up with customers that are not able to be resolved in the initial contact. The requirement and goal shall always be first call resolution.
- Consults with existing/new customers to offer variety of products and services.
- Work at clearing outstanding orders daily to ensure no impact or delays.
- Follows established procedures and receives instruction on newly implemented policy and procedure changes.
- Ensures compliance with supervisor requests and escalation procedures.
- Ability to solve complex customer challenges/regain consumer confidence.
- Good communication skills.
- Good customer service orientation and negotiation skills.
- Strong commitment to helping and serving customers.
- Motivated and goal-oriented – has the ability to drive oneself to deliver and hit KPIs.
- Highly flexible, takes varied call types within the call center environment adjusts call handling performance and metrics as business needs require.
- Adapts communications style and displays strong language skills to meet customer needs displaying extremely strong communication ability.
- Knowledge of Telecommunications is an advantage.
- At least 1-2 years of experience in a call center environment preferably handled inbound Telecommunications inquiries (Basics of Customer Service, Billing, and Sales).
- Inbound sales background is a plus.
- 1+ years PC experience in a Windows environment preferred.
- Completed Senior High School or its equivalent (2nd year college).
- Legal age of employment; at least 18 years old.