Job Description
Join Apex Global Solutions, a leading BPO provider, as we revolutionize customer engagement across APAC. We're seeking dynamic individuals to deliver exceptional service experiences that drive loyalty and growth. Enjoy competitive compensation, comprehensive training, and a vibrant workplace culture that values your professional development. Be part of a team recognized for innovation and excellence in customer care.
Responsibilities
- Handle inbound/outbound customer inquiries across multiple channels (voice, email, chat)
- Resolve complex customer issues with empathy and efficiency
- Meet/exceed performance metrics including CSAT, FCR, and AHT targets
- Document interactions accurately in CRM systems while maintaining data integrity
- Collaborate with support teams to escalate and resolve technical/service issues
- Participate in continuous improvement initiatives for service quality
- Maintain in-depth knowledge of products/services and compliance standards
Qualifications
- Minimum 2 years' experience in high-volume BPO/call center environment
- Exceptional verbal/written communication skills in English and Tagalog
- Proficient in CRM platforms (Salesforce preferred) and MS Office Suite
- Proven ability to de-escalate sensitive situations and manage emotional customers
- Strong problem-solving skills with attention to detail
- Ability to work flexible shifts including weekends/holidays
- College degree or relevant vocational certification
- Willingness to undergo background check and drug screening