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    Customer Support Specialist - Bogotá, Colombia - Full Potential Solutions

    Full Potential Solutions
    Full Potential Solutions Bogotá, Colombia

    hace 1 hora

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    De jornada completa
    Descripción
    Overview

    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.

    Responsibilities

    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.
    • Qualifications

    Knowledge and Skill Requirements:

  • Ability to thrive in a fast-paced, agile environment.
  • Patience, dedication, and a goal-oriented approach to telephone sales and service.
  • Friendly and professional demeanor with strong interpersonal and communication skills.
  • Comfortable with frequent phone communication and handling a high volume of calls.
  • Proficient in Microsoft Office tools and a typing speed of 35 words per minute.
  • Strong hearing acuity and accuracy in data gauging through dictation exercises.
  • Persuasive with knowledge of advertising and sales promotion techniques.
  • Willingness to work flexible schedules and occasional overtime.
  • Regular updates on product knowledge and processes through continuous learning.
  • Professional representation of the customer with adherence to established handling procedures.
  • Desire for continuous improvement through browsing applicable tools and web-based mediums for updates.
  • Direct reporting to immediate superiors for task concerns, with escalation procedures for customer handling.
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