Job Description
Are you a passionate communicator ready to elevate the customer experience? Apex Global Solutions, a premier Business Process Outsourcing (BPO) firm, is seeking a dedicated Customer Experience Representative to join our dynamic team in Manila. We pride ourselves on delivering world-class service to our global clients, and we need your help to make it happen.
As a key member of our support team, you will be the face of our brand, handling complex inquiries with empathy and efficiency. We offer a competitive benefits package, a vibrant work environment, and clear pathways for career advancement within the BPO industry.
Responsibilities
- Manage Inbound and Outbound Calls: Professionally handle high-volume customer inquiries via phone and email to ensure satisfaction.
- Resolve Complex Issues: Investigate and troubleshoot customer problems using our CRM systems to provide timely and effective resolutions.
- Document Interactions: Maintain accurate and up-to-date customer records in Salesforce or similar platforms.
- Product Knowledge: Stay informed about our client’s products and services to provide accurate information and recommendations.
- Upselling & Cross-selling: Identify opportunities to recommend additional services or products that meet the customer's needs.
- Team Collaboration: Work closely with supervisors and team leads to improve processes and share best practices.
Qualifications
- Education: High School Diploma or Bachelor’s Degree preferred; relevant call center experience is a plus.
- Language: Native or near-native proficiency in English (Written and Verbal).
- Communication Skills: Excellent interpersonal skills with the ability to convey information clearly and concisely.
- Technical Proficiency: Basic computer skills and familiarity with CRM software (Salesforce, Zendesk) are highly valued.
- Problem Solving: Strong analytical skills with the ability to think on your feet and de-escalate tense situations.
- Availability: Flexibility to work in a rotating shift schedule, including nights and weekends.