Job Description
Join Apex Global Solutions' award-winning customer experience team and transform how businesses connect with their clients. We're seeking dynamic professionals to deliver exceptional service in our state-of-the-art Makati facility. Enjoy competitive compensation, comprehensive benefits, and clear career progression paths in the Philippines' leading BPO environment.
What We Offer:
- Industry-leading training and certification programs
- Health insurance and retirement plan
- Monthly performance bonuses
- Flexible hybrid work options post-training
- Employee wellness initiatives
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with 95%+ satisfaction rate
- Resolve complex technical issues and billing discrepancies using CRM systems
- Document all interactions accurately in Salesforce and Zendesk platforms
- Collaborate with technical teams to escalate unresolved issues
- Maintain performance metrics: AHT < 180s, FCR > 85%
- Participate in monthly coaching sessions and skill development workshops
- Support quality assurance initiatives through call monitoring and feedback
Qualifications
- Minimum 2 years in customer service/technical support role
- Proficiency in CRM platforms (Salesforce, Zendesk) preferred
- Excellent command of English with neutral accent
- Strong problem-solving and conflict resolution skills
- Ability to work flexible shifts including weekends
- College degree or vocational certification (e.g., Call Center Operations)
- Basic knowledge of Microsoft Office Suite
- Positive attitude with resilience under pressure