Client Experience Representative

Fair Trade Outsourcing Ph Inc.

Who we are:
Fair Trade Outsourcing™ (FTO) is a fast-growing BPO company and fair trade outsourcing center that provides impact sourcing work for companies worldwide.
Our main office is in Philadelphia, Pennsylvania with a global network of delivery centers in the Philippines, Mexico, and Ghana.
In the Philippines, we already have four centers with more than a hundred employees in each site.

Mission
We are a Fair Trade Outsourcing Center Company that delivers superior results for clients by valuing our agents, ensuring their safety, and improving their economic welfare.

Vision
We seek to reduce global poverty and economic insecurity by creating sustainable middle-class employment, eventually growing a new generation of capital owners from wage earners.

Position: Client Experience Representative
Client Experience Representatives are expected to assist proctors and managers with test takers with potential exam issues. They are tasked to resolve issues related to test takers' exams. They are contacting instructors on behalf of the test takers, and they will relay all information related to the exam issues and what are the troubleshooting they did to resolve the issue.
Advocates are expected to address all exam issues in a timely manner.
They are expected to contact the institution via call or email whenever the issue is still unresolved after troubleshooting.
They are also expected to monitor slack and make sure to assist all inquiries in a timely manner.

KEY ROLES:
Reports directly to Shift Leads and Manager on Duty
Answer all incoming calls.
Take all incoming chats.
Respond to all pending emails.
Maintain academic integrity by keeping any sensitive exam information from the test taker.
Abide by the rules under FERPA.
Reaches out to a Shift Lead or MOD should the situation require it
Assists managers in the operations on exam issues using Live chat.
Process refund requests on Zendesk Tickets
Outbound calls to professors or admins regarding exam issues
Assist the professors and/or administrators with exam creation, investigations, and exam issues resolutions.
Assist slack channels whenever there is a scheduled slack open.
Act as a liaison between the account and the institutions
Ensures accurate and viable information is provided to institution professors/administrators.
The L2 should be ready to take up to 4 chats if the queue gets busy.
Ensures documentation on advocate tickets are properly notated.
Provides timely and professional service.
Observes ENGLISH ONLY POLICY all the time while on the production floor.
Maintains a good tone of voice, word choice and positive scripting when speaking with a test taker.
Completes all training courses and refresher training courses sent through Canvas.
Diligently strive to meet the metrics set by the department.
Observes professionalism and shows respect to teammates, Shift Leads, and managers.
Respond to all chats in less than a minute.
Maintain professionalism and courtesy in all chat conversations.

REQUIREMENTS:
Must have a minimum of 6 months tenure in Client Experience
No active suspension
No active client escalations
Excellent verbal and written communication skills
Must be willing to work on a flexible schedule including Weekends and/or holidays.
Benefits and Perks:
Vacation Leave, Sick Leave, Emergency Leave, Quarantine Leave, Bereavement Leave
Health Insurance
Government-Mandated Benefits

Application process:
1.) Resume review
2.) Interview with Recruitment Officer
3.) Interview with Hiring Manager
4.) Offer