Job Description
Join ApexConnect Solutions, a leading BPO innovator revolutionizing customer engagement in Asia-Pacific. We're seeking passionate individuals to deliver exceptional experiences that transform businesses. Our state-of-the-art Makati facility offers a dynamic environment with cutting-edge technology and career advancement pathways. Enjoy competitive compensation, comprehensive benefits, and a culture that celebrates achievement.
Responsibilities
- Handle complex customer inquiries via voice, chat, and email channels with 95%+ resolution rates
- Maintain detailed case documentation in CRM systems while meeting SLA targets
- Identify upsell opportunities and contribute to revenue growth initiatives
- Collaborate with technical teams to resolve escalated issues efficiently
- Mentor new agents through our peer-coaching program
- Analyze customer feedback trends to improve service quality
Qualifications
- 3+ years in high-volume call center/BPO environment
- Advanced proficiency in English and Tagalog communication
- CRM expertise (Salesforce/Zendesk) with analytical skills
- Proven track record in meeting/exceeding KPIs (CSAT, FCR, AHT)
- Conflict resolution certification or equivalent experience
- Willingness to work flexible shifts including weekends
- Proficiency in Microsoft Office Suite