Job Description
Join Apex Global Solutions, a premier BPO leader transforming customer experiences across Asia. We're seeking passionate individuals to elevate our service excellence in our Makati headquarters. Enjoy competitive compensation, comprehensive benefits, and clear career progression paths in a dynamic, award-winning environment.
Our specialists drive client satisfaction through innovative problem-solving and emotional intelligence. With state-of-the-art technology and continuous training, we empower you to thrive in the digital customer service landscape. Relocation assistance available!
Responsibilities
- Manage high-volume inbound/outbound customer interactions via phone, chat, and email
- Resolve complex inquiries with empathy and efficiency while meeting SLAs
- Document cases accurately in Salesforce and CRM systems
- Collaborate with technical teams to resolve escalated issues
- Identify process improvement opportunities through data analysis
- Mentor junior specialists to enhance team performance
- Participate in quality assurance initiatives and feedback sessions
Qualifications
- 3+ years in BPO/Customer Service with proven KPI achievements
- Fluency in English and Tagalog with neutral accent
- Proficiency in CRM platforms (Salesforce preferred)
- Exceptional conflict resolution and multitasking abilities
- Experience handling high-stress customer scenarios
- Basic data analysis and reporting skills
- Willingness to work flexible shifts including weekends
- Bachelor's degree or equivalent vocational certification