Job Description
Join Apex Global Solutions, a premier BPO leader revolutionizing customer engagement across Asia-Pacific. We're seeking dynamic Customer Experience Specialists to deliver world-class support through multiple channels. Enjoy competitive compensation, comprehensive benefits, and rapid career advancement in our state-of-the-art Makati facility. Perfect for ambitious professionals seeking growth in the thriving Philippine BPO industry.
What We Offer:
• Performance-based bonuses
• Health insurance + retirement plan
• Free certification programs
• Flexible hybrid work options
• Monthly team-building activities
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with 95%+ satisfaction rate
- Resolve complex issues using CRM tools while maintaining service level agreements
- Document interactions accurately in Salesforce and escalate technical escalations
- Collaborate with QA team to improve script effectiveness and customer journey maps
- Participate in monthly training on new products and regulatory compliance
- Maintain 40+ calls/day with <60s average handling time
- Identify upsell opportunities for premium services
Qualifications
- 1+ years BPO/call center experience with verifiable performance metrics
- Fluent English proficiency (written/spoken) with neutral accent
- Proficient in CRM platforms (Salesforce/Zoho) and MS Office Suite
- Typing speed: 35+ WPM with 98% accuracy
- Ability to multitask across 3+ communication channels
- Problem-solving mindset with conflict resolution certification
- Flexible to work night shifts (8 PM - 5 AM)
- College degree preferred (Business/Communications majors)