Job Description
We are seeking a highly motivated and empathetic Senior Customer Service Representative to join our dynamic BPO team in Taguig City. In this pivotal role, you will be the voice of Apex Contact Solutions, ensuring our clients' customers receive world-class support. If you excel in fast-paced environments and have a passion for resolving complex issues, we want to hear from you.
Why Join Us?
- Competitive salary package based on experience.
- Comprehensive health and wellness benefits.
- Performance-based incentives and quarterly bonuses.
- Modern, climate-controlled office environment in BGC.
Responsibilities
- Manage a high volume of inbound and outbound calls with a focus on first-contact resolution.
- Assist customers with inquiries regarding products, services, billing, and account management.
- Document all customer interactions and transactions accurately in the CRM system.
- Identify, assess, and resolve customer concerns to ensure high satisfaction scores (CSAT/NPS).
- Collaborate with team leads and quality assurance to improve service delivery and operational efficiency.
- Stay updated on product knowledge and training materials to provide accurate information.
Qualifications
- Minimum of 1-3 years of experience in a Call Center or BPO environment.
- Excellent verbal communication skills with a neutral accent.
- Strong problem-solving abilities and a customer-centric mindset.
- Proficiency in Microsoft Office Suite and CRM software (e.g., Zendesk, Salesforce).
- Ability to work flexible shifts, including night shifts, holidays, and weekends.
- High school diploma or Bachelor's Degree is preferred.