Job Description
We are Apex Contact Solutions, a premier Business Process Outsourcing (BPO) firm dedicated to delivering exceptional customer experiences. We are currently seeking a dynamic and resilient Senior Customer Service Representative to join our growing team in Taguig City. If you are looking for a role that offers not just a paycheck, but a pathway to professional growth in a modern, supportive environment, we want to meet you.
As a leader in the call center industry, we pride ourselves on our state-of-the-art facilities, employee wellness programs, and a culture that celebrates success. Join us and become part of a team that values your voice and invests in your future.
Responsibilities
- Manage High-Volume Inquiries: Handle a significant volume of inbound and outbound calls with a focus on resolution and customer satisfaction.
- Problem Resolution: Analyze complex customer issues, provide accurate information, and offer viable solutions in a timely manner.
- CRM Management: Accurately document all customer interactions and account details within our Customer Relationship Management (CRM) system.
- Issue Escalation: Identify complex technical or policy issues that require further attention and escalate them to the appropriate department or senior management.
- Process Improvement: Provide constructive feedback to the Quality Assurance team regarding recurring issues and suggest process improvements.
- Adherence to KPIs: Consistently meet or exceed key performance indicators (KPIs) such as Average Handle Time (AHT), First Contact Resolution (FCR), and Quality Scores.
Qualifications
- Education: Bachelor's Degree or High School Diploma with significant experience (Minimum 2 years in a BPO or Customer Service role).
- Communication: Excellent verbal and written English skills with a neutral accent.
- Experience: Proven track record of handling customer escalations and resolving complaints effectively.
- Technical Skills: Proficiency with computer systems, MS Office Suite, and CRM software (e.g., Zendesk, Salesforce).
- Soft Skills: Strong problem-solving abilities, empathy, patience, and the ability to remain calm under pressure.
- Availability: Must be willing to work in shifting schedules, including weekends and holidays.