Job Description
Join our award-winning BPO team at Apex Global Solutions and become a pivotal part of our customer revolution! We're seeking dynamic professionals to elevate our service delivery in the fast-paced digital economy. Enjoy competitive compensation, comprehensive health benefits, and clear career progression paths. Our state-of-the-art Makati facility offers flexible hybrid work options and a vibrant, inclusive culture where your growth is our priority. Be part of an organization recognized as the Philippines' Top Employer for 3 consecutive years!
Responsibilities
- Manage complex customer interactions across voice, chat, and email channels with empathy and efficiency
- Resolve escalated issues using advanced CRM tools and root-cause analysis techniques
- Mentor junior agents on service excellence and quality compliance standards
- Contribute to process improvement initiatives through data-driven insights
- Maintain 95%+ customer satisfaction scores while meeting SLA targets
- Participate in cross-functional projects to enhance service delivery systems
Qualifications
- Minimum 3 years experience in high-volume BPO or contact center environments
- Fluency in English with neutral accent and advanced communication skills
- Proficiency in Salesforce, Zendesk, or enterprise-grade CRM platforms
- Strong analytical skills with ability to interpret customer behavior metrics
- Proven leadership in coaching or team coordination roles
- Flexible availability to work on rotational shifts including weekends
- Bachelor's degree in Business, Communications, or related field preferred