Job Description
Join Apex Global Services, a leading BPO provider, as we revolutionize customer engagement for Fortune 500 clients. We're seeking dynamic professionals to elevate our client's brand experience through exceptional service delivery. Enjoy competitive compensation, comprehensive benefits, and accelerated career growth in a cutting-edge environment.
Responsibilities
- Handle complex customer inquiries across multiple channels (voice, chat, email)
- Resolve escalated issues with empathy and efficiency while maintaining SLA compliance
- Document interactions using Salesforce CRM with 98% accuracy
- Contribute to process improvement initiatives through data-driven feedback
- Mentor junior agents on best practices and compliance standards
- Collaborate with technical teams to resolve systemic issues
Qualifications
- Minimum 2 years BPO/call center experience with performance metrics
- Fluent in English with neutral accent; Filipino proficiency required
- Proficient in CRM platforms (Salesforce, Zendesk) and MS Office
- Exceptional problem-solving and conflict resolution skills
- Ability to work flexible shifts including weekends/holidays
- Industry certifications (e.g., CCXP) preferred