Job Description
Are you a driven professional with a passion for exceptional customer experiences? Apex Global Solutions is seeking a Bilingual Customer Support Specialist to join our elite team in Taguig. As a premier BPO provider, we pride ourselves on delivering world-class service to global clients. In this pivotal role, you will serve as the face of our brand, ensuring every client interaction is positive, efficient, and solution-oriented. We offer a competitive remuneration package, comprehensive benefits, and a culture that fosters growth and innovation.
Responsibilities
- Handle a high volume of inbound and outbound customer inquiries via phone, email, and chat with a focus on first-call resolution.
- Resolve complex customer issues and complaints with empathy, patience, and professionalism.
- Accurately document all customer interactions, account details, and resolutions in our CRM system (Salesforce/Zendesk).
- Identify upselling and cross-selling opportunities to enhance client value and revenue.
- Stay updated on product knowledge, service policies, and industry trends to provide accurate information.
- Collaborate with team leads and quality assurance teams to meet and exceed performance KPIs.
Qualifications
- Minimum of 1-2 years of experience in a Call Center or Customer Support role (fresh graduates with strong communication skills are encouraged to apply).
- Excellent verbal and written communication skills in English.
- Proficiency in MS Office Suite (Word, Excel) and CRM software (e.g., Zendesk, Salesforce).
- Strong problem-solving abilities and high emotional intelligence (EQ).
- Ability to work in a fast-paced, target-driven environment while maintaining high accuracy and composure.