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 fast-paced telecommunications sector. Enjoy competitive compensation, comprehensive benefits, and a vibrant workplace culture focused on growth and innovation.
As a key member of our CX team, you'll represent leading global brands while developing advanced problem-solving skills. We provide industry-leading training programs and clear career advancement paths for high performers. Our state-of-the-art Makati facility offers modern amenities and collaborative workspaces designed to maximize your potential.
Responsibilities
- Handle complex customer inquiries via omnichannel platforms (voice, chat, email) with first-contact resolution excellence
- Deliver personalized solutions for premium telecommunications clients using CRM tools
- Maintain 95%+ quality scores across key performance metrics (CSAT, AHT, FCR)
- Collaborate with technical teams to resolve escalated service issues efficiently
- Contribute to process improvement initiatives through actionable feedback
- Mentor junior agents on advanced communication techniques and product knowledge
Qualifications
- Minimum 3 years experience in high-volume BPO/CX environment
- Expertise in telecommunications or SaaS industry preferred
- Fluent English with neutral accent and exceptional communication skills
- Advanced proficiency in Salesforce, Zendesk, or similar CRM platforms
- Proven ability to maintain composure under pressure during escalations
- Certification in conflict resolution or customer experience management
- Strong analytical skills with data-driven decision-making experience