Job Description
Join our award-winning BPO team in the heart of Makati City! At Apex Global Solutions, we're revolutionizing customer engagement through cutting-edge technology and world-class service. We're seeking passionate individuals to drive our mission of delivering exceptional customer experiences across global markets. Enjoy a competitive compensation package, comprehensive benefits, and a vibrant work culture that values growth and innovation. Your journey to excellence starts here!
Responsibilities
- Manage complex customer inquiries via phone, email, and chat with 95%+ resolution rate
- Utilize CRM systems to document interactions and maintain accurate customer profiles
- Collaborate with technical teams to resolve escalated issues within SLA timelines
- Identify process improvement opportunities and contribute to team training programs
- Maintain performance metrics including CSAT scores and average handling time
- Support new product launches through specialized training and knowledge sharing
Qualifications
- 3+ years in customer service or BPO environment with proven track record
- Proficiency in CRM platforms (Salesforce preferred) and multilingual support
- Exceptional problem-solving skills with ability to navigate complex scenarios
- Strong written and verbal communication skills in English and Tagalog
- Experience with quality assurance processes and performance metrics
- Relevant certification in customer service or contact center management