Job Description
Are you a passionate advocate for exceptional customer service? Apex Global Solutions is seeking a dedicated Senior Customer Support Representative to join our dynamic BPO team in the heart of Manila. In this pivotal role, you will serve as the primary point of contact for international clients, ensuring their inquiries are resolved with precision and empathy. We pride ourselves on a culture of excellence, offering a modern work environment, comprehensive training, and clear pathways for professional growth.
Why Join Us?
- Work with Fortune 500 clients and global brands.
- Competitive salary and performance-based incentives.
- Modern office facilities and state-of-the-art technology.
- Opportunities for internal mobility and career advancement.
Responsibilities
- Manage high-volume inbound and outbound customer calls with a focus on quality and speed.
- Resolve complex customer issues and escalations efficiently while maintaining high customer satisfaction scores.
- Utilize CRM software (Zendesk/HubSpot) to document interactions and update customer profiles.
- Collaborate with QA teams and management to identify process improvements.
- Adhere to strict call scripts and compliance standards.
- Mentor junior agents and share best practices for service delivery.
Qualifications
- Minimum of 2 years of experience in a BPO or Customer Service role.
- Fluent in English (verbal and written) with a professional telephone manner.
- Strong typing speed (minimum 40 WPM) and proficiency in MS Office.
- Ability to remain calm and composed under pressure during peak hours.
- High school diploma required; Bachelor’s degree in any field is a plus.
- Flexible availability to work in shifts, including weekends and holidays.