Job Description
Join our award-winning BPO leader and transform customer interactions into memorable experiences! At Apex Global Solutions, we're revolutionizing customer service through cutting-edge technology and world-class training. Our Makati City hub offers a vibrant, inclusive environment where your communication skills and problem-solving abilities will shine. Enjoy comprehensive benefits, career advancement pathways, and a culture that celebrates innovation and teamwork.
What you'll gain: Industry-leading certification, performance bonuses, flexible scheduling options, and access to our exclusive wellness program.
Responsibilities
- Handle complex customer inquiries via voice, chat, and email with empathy and efficiency
- Utilize Salesforce and Zendesk to resolve issues on first contact
- Identify opportunities to upsell premium services while maintaining customer trust
- Maintain 95%+ CSAT scores and 30+ calls/hour productivity metrics
- Contribute to process improvement initiatives through detailed feedback
- Mentor junior team members during peak hours
- Participate in quarterly cross-functional innovation sprints
Qualifications
- Minimum 2 years in high-volume contact center environment
- Fluency in English and Tagalog with neutral accent
- Proficient in CRM platforms (Salesforce/Zendesk certification preferred)
- Proven ability to resolve escalations with emotional intelligence
- Willingness to work flexible shifts including weekends
- Associate degree in Business or Communications
- Technical aptitude for learning new digital tools rapidly
- Background in SaaS or fintech industries advantageous