Job Description
Are you a dedicated professional seeking a rewarding career in the BPO industry? Apex BPO Services is looking for a highly motivated Senior Customer Support Representative to join our elite team in Quezon City. We pride ourselves on delivering world-class service to our global clients and offer a comprehensive benefits package, including HMO, performance bonuses, and clear pathways for career advancement.
As a Senior Rep, you will serve as the voice of our brand, ensuring our clients receive exceptional support and resolution to their inquiries. We value empathy, technical proficiency, and a proactive attitude.
Responsibilities
- Handle a high volume of inbound and outbound calls with a focus on quality and efficiency.
- Diagnose and resolve complex customer issues, escalating tickets when necessary.
- Maintain accurate and up-to-date records in CRM systems (e.g., Zendesk, Salesforce).
- Adhere to established scripts and SOPs while maintaining a natural, conversational tone.
- Conduct after-call documentation and ensure 100% call adherence.
- Participate in daily team huddles and training sessions to improve performance metrics.
- Provide feedback to the QA team to help improve service standards.
Qualifications
- Minimum of 2-3 years of experience in a BPO or Customer Service environment.
- Strong command of the English language (both verbal and written).
- Proficiency in MS Office Suite and CRM software.
- Excellent typing speed (minimum 45 wpm) and data entry accuracy.
- Ability to work in a fast-paced, target-driven environment.
- High school diploma or Bachelor’s degree is preferred.