Job Description
Are you a dedicated problem-solver with a passion for delivering exceptional customer experiences? Apex Contact Services is seeking a Senior Customer Service Representative to join our elite team in the heart of Makati.
As a premier BPO partner for global brands, we pride ourselves on our modern work environment, comprehensive training programs, and a culture that rewards performance. If you are looking for a career that offers growth, stability, and the opportunity to work with industry leaders, this is your chance to shine.
Why Join Us?
- Competitive compensation package (PHP 25k - 40k).
- Modern, air-conditioned office in a prime business district.
- Performance-based bonuses and incentives.
- Health and dental benefits upon regularization.
- Professional development and upskilling opportunities.
The Role
You will be the face of our brand, ensuring our clients receive the support they deserve. We are looking for individuals who can handle high-pressure situations with grace and efficiency.
Responsibilities
- Manage high-volume inbound and outbound customer inquiries via phone, email, and chat channels.
- Resolve complex client issues with empathy and efficiency, ensuring high Customer Satisfaction (CSAT) scores and low call abandonment rates.
- Accurately document all interactions, resolutions, and account details in our CRM system (Salesforce/Zendesk).
- Identify trends in customer feedback and relay actionable suggestions to the Quality Assurance and Product teams.
- Adhere strictly to call scripts, compliance regulations, and Service Level Agreements (SLAs).
- Mentor junior agents and participate in weekly training sessions to maintain team excellence.
Qualifications
- 1-3 years of proven experience in a BPO or Call Center environment.
- Fluent in English (Written & Verbal) with a neutral accent; strong communication skills are a must.
- Strong typing speed (minimum 35-40 WPM).
- Proficient in Microsoft Office Suite and CRM software.
- Ability to work in a fast-paced, target-driven environment while maintaining a professional demeanor.
- High school diploma or equivalent; Bachelor's degree in any field is preferred.