Job Description
Join our award-winning customer experience team at Apex Global Solutions! We're seeking passionate individuals to deliver exceptional service to Fortune 500 clients. Enjoy comprehensive training, career advancement opportunities, and a dynamic work environment in our state-of-the-art Makati facility. Be part of a culture that values innovation, teamwork, and professional growth.
Responsibilities
- Handle inbound/outbound calls, emails, and chats with premium clients
- Resolve complex customer issues using CRM systems and escalation protocols
- Meet/exceed performance metrics for CSAT, FCR, and AHT
- Mentor junior agents on best practices and product knowledge
- Contribute to process improvement initiatives
- Maintain detailed documentation of customer interactions
Qualifications
- 3+ years in BPO/call center environment
- Expertise in conflict resolution and de-escalation techniques
- Advanced proficiency in CRM platforms (Salesforce preferred)
- Fluent English with neutral accent
- Ability to multitask in high-pressure scenarios
- Strong analytical skills for data-driven decision making
- Relevant industry certification (e.g., CCXP) is a plus