Job Description
Are you a people-person who thrives in a fast-paced environment?
Apex Global Contact Center is seeking a Customer Support Specialist to join our elite team. We don't just answer calls; we build relationships. As a leading BPO provider, we pride ourselves on delivering world-class support that drives client retention and satisfaction.
In this role, you will serve as the voice of our clients, solving complex problems with empathy and efficiency. We offer a hybrid work model, competitive benefits, and a clear path for career advancement.
Responsibilities
- Manage high-volume inbound and outbound customer inquiries via phone, email, and live chat with a focus on first-contact resolution.
- Analyze customer needs and provide tailored solutions to ensure retention and loyalty.
- Maintain accurate and detailed records in our CRM systems (Salesforce/Zendesk).
- Collaborate with cross-functional teams (Sales, Tech Support) to escalate and resolve critical issues.
- Adhere to strict quality assurance standards and daily KPIs.
- Participate in continuous training and coaching sessions to refine communication skills.
Qualifications
- Minimum 1-3 years of experience in a BPO or Customer Service role.
- Fluent in English (Written & Verbal) with a professional and articulate tone.
- Proficiency with MS Office Suite and CRM software.
- Strong typing speed (40+ WPM) and computer literacy.
- Ability to remain calm under pressure and handle difficult situations with empathy.
- High school diploma or Bachelor’s degree preferred.