Job Description
Join ApexBPO Solutions, a global leader in customer experience innovation, as we revolutionize client interactions through cutting-edge technology and empathetic service. Our Makati City hub empowers teams with state-of-the-art tools and career advancement pathways. We're seeking passionate individuals who thrive in dynamic environments and are committed to delivering exceptional customer journeys.
Responsibilities
- Manage high-volume inbound/outbound customer interactions across multiple channels (voice, chat, email)
- Resolve complex client issues with empathy and efficiency while maintaining SLA compliance
- Document interactions using CRM systems and contribute to process optimization initiatives
- Mentor new team members on communication techniques and company protocols
- Analyze customer feedback to identify trends and propose service improvements
- Collaborate with cross-functional teams to resolve escalated issues
Qualifications
- Minimum 2 years BPO/Customer Service experience in high-volume environments
- Proficient in English and Filipino with clear communication skills
- Advanced knowledge of CRM platforms (Salesforce preferred)
- Exceptional problem-solving and conflict resolution abilities
- Ability to work flexible shifts including weekends/holidays
- Strong typing skills (40+ WPM) and multi-tasking aptitude
- Relevant certification in customer service management is advantageous