Job Description
Join Philippines' premier BPO provider and transform customer interactions into lasting relationships. At Apex Global Solutions, we empower our team with cutting-edge technology and industry-leading training to deliver exceptional service to global clients. Enjoy competitive compensation, flexible scheduling, and clear career advancement pathways in a dynamic, multicultural environment.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with 95%+ satisfaction rates
- Resolve complex technical issues using CRM systems and knowledge databases
- Document interactions accurately in Salesforce and maintain case quality metrics
- Collaborate with technical teams to escalate unresolved issues efficiently
- Participate in weekly coaching sessions to enhance product knowledge and soft skills
- Meet/exceed KPIs including AHT, FCR, and CSAT targets
Qualifications
- Minimum 1 year experience in BPO/call center environment
- Proficient in English with neutral accent and clear articulation
- Strong problem-solving abilities with analytical thinking skills
- Advanced knowledge of CRM platforms (Salesforce preferred)
- Ability to work flexible shifts including weekends and holidays
- College degree or relevant vocational certification
- Typing speed of 40+ WPM with 98% accuracy