Job Description
Are you a people person with a passion for solving problems? Apex Contact Solutions is seeking a dynamic Customer Service Representative to join our expanding Manila team.
We are a leading BPO provider delivering top-tier support to clients worldwide. In this role, you will be the voice of our brand, ensuring our clients receive the exceptional service they deserve. If you thrive in a fast-paced environment and want to build a rewarding career in the BPO industry, we want to hear from you.
Responsibilities
- Manage high-volume inbound and outbound customer inquiries via phone, email, and chat.
- Resolve customer issues and complaints efficiently while maintaining a positive and empathetic attitude.
- Accurately document all interactions and account details in our CRM system.
- Follow established scripts and Standard Operating Procedures (SOPs) to ensure consistency.
- Escalate complex or unresolved issues to the appropriate supervisor or technical team.
- Identify opportunities to upsell products or services to existing clients.
- Participate in daily team huddles and performance reviews.
Qualifications
- Bachelor's degree in any field or equivalent work experience.
- Excellent verbal and written English communication skills.
- Strong computer proficiency (Microsoft Office Suite, Google Workspace).
- Previous experience in a call center or customer support environment is highly preferred.
- Ability to work in a fast-paced, target-driven environment.
- Resilience and patience in handling difficult situations.
- Willingness to work on shifting schedules, including nights and weekends.