Job Description
Join a World-Class BPO Team in Manila
We are seeking a driven and empathetic Senior Customer Service Representative to join our growing team at Apex Global Solutions. In this role, you will be the voice of our brand, ensuring our clients receive unparalleled support while representing a company committed to excellence in the BPO industry.
If you have a passion for problem-solving, thrive in a fast-paced environment, and are looking for a career that offers growth, we want to hear from you.
Responsibilities
- Manage High-Volume Inquiries: Handle a high volume of inbound and outbound calls, emails, and live chat requests with patience and professionalism.
- Resolve Complex Issues: Diagnose customer problems accurately and provide effective, long-term solutions to ensure satisfaction.
- Maintain CRM Records: Accurately log all interactions, account details, and resolutions into our Customer Relationship Management (CRM) system.
- Upsell & Cross-Sell: Identify opportunities to offer additional products or services that align with customer needs to drive revenue growth.
- Team Collaboration: Work closely with the quality assurance and technical support teams to refine processes and improve service standards.
- Adhere to KPIs: Consistently meet and exceed performance metrics regarding call handle time, first call resolution, and customer satisfaction scores.
Qualifications
- Language Proficiency: Fluent in English (Written & Spoken) with a neutral accent preferred.
- Experience: Minimum of 1-2 years of experience in a BPO, call center, or customer support role.
- Technical Skills: Proficient in using CRM software (e.g., Zendesk, Salesforce) and MS Office Suite (Excel, Outlook).
- Communication: Excellent verbal and written communication skills with a focus on tone and clarity.
- Problem Solving: Strong analytical skills with the ability to think critically under pressure.
- Soft Skills: High level of emotional intelligence, patience, and adaptability.