Job Description
Join our award-winning BPO team at Apex Global Solutions, where we transform customer interactions into lasting relationships. We're seeking dynamic professionals to elevate our service excellence in the competitive Philippine market. Enjoy comprehensive training, career advancement pathways, and a vibrant multicultural workplace. Benefits include: Health insurance, performance bonuses, and quarterly team-building activities.
Responsibilities
- Manage high-volume inbound/outbound calls with 95%+ resolution rate
- Resolve complex customer inquiries across multiple channels (voice, chat, email)
- Maintain detailed CRM documentation with 100% accuracy
- Collaborate with tech teams to escalate system-related issues
- Mentor junior agents on best practices and compliance protocols
- Identify process improvement opportunities through data analysis
Qualifications
- Minimum 2 years BPO/call center experience in leadership roles
- Fluent in English with neutral accent; Tagalog proficiency required
- Advanced proficiency in Salesforce and Zendesk platforms
- Proven track record in reducing average handle time (AHT)
- Certification in conflict resolution or customer psychology preferred
- Ability to work night shifts with flexible schedule availability
- Strong analytical skills with data-driven decision-making experience