Customer Support Specialist - Bogota, D.C., Colombia - Full Potential Solutions

Descripción

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 the primary point of contact for customers, your role involves executing front-line service in a contact center. Utilize specified communication channels based on your preferences.

Your objective is to facilitate and document transactions efficiently, maintaining a comprehensive understanding of programs and products while adhering to service-level agreements.

In this position, you may find yourself engaging, assisting, and persuading customers to make purchases, particularly in the realm of flower-related products and services, through various communication channels such as chat, email, voice, and back-end systems.

Sales
*Engage, assist, and convince customers, companies, and organizations to make purchases via various communication channels (chat, email, voice, and back-end).
*Provide detailed information on product features, pricing, and policies, ensuring clarity on deliveries.
*Collect customer feedback, input contact details into internal databases, and report on sales activities, focusing on conversion and close rates.
*Develop and sustain relationships with current and potential clients, emphasizing Voice of the Customer (VOC) and Customer Satisfaction (CSAT) in sales.
*Oversee all sales activities in assigned accounts, ensuring the quality and consistency of product and service delivery.

Customer Service, Monitoring, Email, Chat, and Social Media
*Address inquiries ranging from product returns and claims to billing errors through various communication channels.
Investigate customer claims related to invoice discrepancies and process replacement orders for defective products and shipping errors.
*Manage back-end workload related to florists' concerns and customer service issues, monitoring and resolving order exceptions.
*Identify, design, and implement improvement initiatives associated with the handling of monitoring or back-end issues.