Job Description
Join the Leaders in Customer Experience
Are you a communication enthusiast looking to thrive in a high-performance environment? ApexConnect Solutions is seeking a Senior Customer Service Representative to join our elite team in Manila. We pride ourselves on delivering world-class support and building lasting relationships with our clients' customers.
As a key player in our BPO division, you will not just answer calls; you will solve problems, drive satisfaction, and contribute to our revenue growth. We offer a dynamic culture, competitive benefits, and clear pathways for career advancement.
Responsibilities
- Manage High-Volume Inquiries: Handle a steady flow of inbound and outbound calls with a focus on speed and accuracy.
- Resolve Complex Issues: Diagnose and troubleshoot customer concerns efficiently to ensure a 100% resolution rate.
- CRM Management: Maintain accurate and up-to-date records in Salesforce and Zendesk, documenting every interaction meticulously.
- Upselling & Cross-selling: Identify opportunities to recommend premium services or add-ons that add value to the customer.
- Quality Assurance: Meet or exceed KPIs regarding Average Handle Time (AHT) and First Call Resolution (FCR).
- Feedback Loop: Relay critical customer feedback to the product and quality assurance teams to drive service improvements.
Qualifications
- Education: Bachelor's degree in any field is preferred; high school diploma with extensive BPO experience is acceptable.
- Language: Excellent command of English (Verbal & Written) with a neutral accent.
- Experience: Minimum of 1-2 years of experience in a BPO or Call Center environment.
- Technical Skills: Proficiency in Microsoft Office Suite and CRM software (Salesforce experience is a plus).
- Soft Skills: Strong problem-solving abilities, empathy, and the ability to remain calm under pressure.
- Work Schedule: Ability to work in shifting schedules, including night shifts and weekends.