Job Description
Join our award-winning BPO team at Apex Global Solutions, where we transform customer interactions into memorable experiences. We're seeking passionate professionals to deliver exceptional service in a fast-paced, collaborative environment. Enjoy competitive compensation, comprehensive benefits, and clear career advancement pathways. Our state-of-the-art facility in Cebu offers ergonomic workstations, wellness programs, and a vibrant culture that celebrates achievement.
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with 95%+ satisfaction scores
- Resolve complex issues using CRM tools and escalate to specialists when needed
- Document interactions accurately in Salesforce and maintain detailed case notes
- Meet/exceed KPIs including AHT, FCR, and conversion targets
- Collaborate with cross-functional teams to improve service quality
- Mentor junior agents during peak hours and training sessions
- Participate in monthly process improvement workshops
Qualifications
- 2+ years experience in customer service or BPO environment
- Proficiency in English with neutral accent and clear articulation
- Advanced knowledge of CRM platforms (Salesforce, Zendesk)
- Exceptional problem-solving skills with data-driven approach
- Ability to work flexible shifts including weekends and holidays
- College degree or relevant vocational certification
- Strong typing speed (40+ WPM) and multitasking ability
- Experience handling high-volume transactions in banking/tech sector