Job Description
Are you passionate about delivering exceptional customer experiences? Apex Global Solutions is seeking a dedicated Senior Customer Service Representative to join our dynamic team in Manila. We offer a premium work environment, comprehensive training, and clear pathways for career advancement within the BPO industry.
In this role, you will act as the voice of our brand, resolving complex inquiries and ensuring our clients receive world-class support.
Responsibilities
- Handle a high volume of inbound and outbound calls with professionalism and efficiency.
- Resolve customer inquiries via email, chat, and phone while maintaining a high Customer Satisfaction Score (CSAT).
- Identify and assess customers' needs to achieve satisfaction.
- Build sustainable relationships and trust with customer accounts through active listening and problem-solving.
- Document all customer interactions and feedback accurately in the CRM system.
- Collaborate with team leads and quality assurance to improve service protocols.
Qualifications
- Minimum of 2 years of experience in a customer support or BPO environment.
- Excellent command of the English language (verbal and written).
- Strong typing skills and proficiency with computer systems and CRM software.
- Ability to work in a fast-paced environment and handle pressure effectively.
- High school diploma or Bachelor’s degree in any field.
- Willingness to work in shifts, including nights and weekends.