Job Description
Are you a dedicated professional with a passion for delivering exceptional customer experiences? Apex Contact Solutions is seeking a Senior Customer Service Representative (Tier 2) to join our high-performing team in Quezon City. We offer a competitive remuneration package, modern work environment, and clear pathways for career advancement.
Why Join Us?
- Modern Technology Stack: Work with industry-leading CRM tools and softphones.
- Career Growth: We prioritize internal promotions and skill development.
- Supportive Culture: Join a team that values collaboration and mental well-being.
In this role, you will be the voice of our brand, handling complex inquiries and building lasting relationships with our clients' customers.
Responsibilities
- Manage a high-volume of inbound and outbound calls and emails with a focus on resolution.
- Handle complex customer escalations and Tier 2 technical issues efficiently.
- Maintain accurate and up-to-date customer records in our CRM system.
- Identify upsell and cross-sell opportunities to enhance customer value.
- Collaborate with team leads and other departments to improve service protocols.
- Adhere to quality assurance standards and compliance regulations.
Qualifications
- Minimum of 1-3 years of experience in a BPO/Call Center environment.
- Bachelor’s degree in any field (relevant experience may substitute for education).
- Fluent in English (Native or Near-Native proficiency).
- Strong problem-solving skills and the ability to remain calm under pressure.
- Proficient in MS Office applications and CRM software.
- Willingness to work in a hybrid or rotational shift schedule.