Job Description
Join ApexBPO Solutions, a premier BPO partner to Fortune 500 companies, as we revolutionize customer engagement across Asia. We're seeking dynamic professionals to elevate our client's brand reputation through exceptional service delivery. Our Manila hub offers state-of-the-art facilities, continuous learning opportunities, and a culture that recognizes innovation and achievement.
As a key member of our CX team, you'll shape customer journeys while developing leadership skills through our structured career advancement program. We provide comprehensive training in communication techniques, conflict resolution, and digital platforms. Enjoy competitive benefits including health insurance, performance bonuses, and monthly team-building activities.
Responsibilities
- Manage complex customer inquiries across voice, chat, and email channels with 95%+ resolution rate
- Mentor junior agents through peer coaching and knowledge-sharing sessions
- Implement process improvements using CRM analytics to enhance customer satisfaction scores
- Collaborate with quality assurance teams to refine service protocols
- Document client feedback and trends for product enhancement initiatives
- Uphold compliance with international data privacy standards (GDPR, CCPA)
- Participate in quarterly service recovery simulations
Qualifications
- 3+ years in customer service with 1+ years in BPO environment
- Proficiency in CRM platforms (Salesforce, Zendesk) and MS Office Suite
- Fluent English with neutral accent; additional languages (Spanish, Mandarin) preferred
- Proven track record in exceeding KPIs (CSAT, FCR, AHT)
- Strong problem-solving skills with emotional intelligence certification
- Ability to work rotating shifts including weekends
- Experience with quality assurance methodologies
- Bachelor's degree in Communication, Business, or related field