Job Description
Are you a dynamic communicator looking to shape the future of customer experience? Apex Global Solutions, a leading BPO provider, is seeking a Senior Customer Success Representative to join our elite team in Manila. We pride ourselves on delivering premium service to our international clients and are looking for individuals who embody our core values of integrity, empathy, and excellence.
In this role, you won't just answer calls; you will be the bridge between our clients and our products, ensuring satisfaction and driving retention through exceptional service delivery.
Why Join Apex Global?
- Competitive Compensation: Earn a top-tier salary with performance bonuses.
- Growth Opportunities: Clear pathways to Team Lead and Management roles.
- Modern Work Environment: Hybrid setup in a state-of-the-art facility.
Responsibilities
- Manage high-volume inbound and outbound customer inquiries via phone, email, and live chat with a focus on first-contact resolution.
- Utilize CRM software (e.g., Salesforce, Zendesk) to document interactions, update customer profiles, and track ticket status.
- Analyze customer feedback and issues to identify trends and propose process improvements to the quality assurance team.
- Handle escalated complaints and complex account issues, ensuring resolutions are delivered within Service Level Agreement (SLA) metrics.
- Conduct proactive outreach to at-risk accounts to retain customers and increase lifetime value.
- Collaborate with cross-functional teams (Sales, Technical Support) to ensure seamless service delivery.
Qualifications
- Bachelor's degree in any field, or equivalent professional experience in a customer-facing role.
- Minimum of 2-3 years of experience in a Call Center, BPO, or Customer Success environment.
- Fluent in English (both written and verbal) with a neutral accent; technical writing skills are a plus.
- Proficiency in MS Office Suite (Excel, Outlook) and experience with CRM tools is highly preferred.
- Strong problem-solving skills and the ability to remain calm under pressure during peak hours.
- Customer-centric mindset with a passion for building long-term relationships.