Job Description
Are you a dynamic communicator looking to make a real impact in a fast-paced global environment? Apex BPO Solutions is seeking a Senior Bilingual Customer Support Specialist to join our elite team in Dublin.
As a leader in Business Process Outsourcing, we pride ourselves on delivering world-class service to our Fortune 500 clients. You will be the voice of our brand, handling complex queries with empathy and precision. If you thrive in a collaborative, high-performance culture and want to accelerate your career in the BPO sector, this is your opportunity.
Why Join Us?
- Competitive salary and performance bonuses.
- Comprehensive training and certification programs.
- Modern, ergonomic office environment in the heart of Dublin.
Apply today to start your journey with Apex BPO Solutions!
Responsibilities
- Manage a high volume of inbound and outbound customer inquiries via phone, email, and live chat with a focus on first-contact resolution.
- Diagnose complex customer issues and provide tailored solutions that exceed expectations.
- Maintain accurate and up-to-date records of all customer interactions within our CRM systems (Salesforce/Zendesk).
- Collaborate closely with the technical and sales teams to escalate and resolve escalated tickets efficiently.
- Identify trends in customer feedback and suggest process improvements to enhance the overall customer experience.
- Adhere to strict service level agreements (SLAs) and quality assurance standards.
Qualifications
- Minimum of 2-3 years of experience in a Customer Service or BPO role.
- Fluent in English and a second European language (French, German, or Spanish is preferred).
- Strong verbal and written communication skills with a professional, empathetic tone.
- Proficiency in CRM software and Microsoft Office Suite (Excel, Outlook, Teams).
- Ability to multitask in a fast-paced environment while maintaining high attention to detail.
- Problem-solving mindset with the ability to de-escalate tense situations effectively.