Job Description
Are you a resilient problem-solver with a passion for exceptional customer experiences? Apex Global Solutions is seeking a top-tier Senior Customer Support Representative to join our dynamic BPO team in Quezon City. We pride ourselves on delivering world-class service to our global clientele, and we need someone who can lead by example.
In this role, you will be the voice of our brand, handling complex inquiries and mentoring junior agents. You will thrive in a fast-paced environment where your communication skills and tech-savviness directly impact our client's satisfaction rates.
Why Join Us?
- Competitive Package: Monthly salary of PHP 35,000 - 55,000.
- Growth Opportunities: Clear career path into Team Lead and Management roles.
- Modern Environment: State-of-the-art facilities in the heart of Quezon City.
- Benefits: Health insurance, performance bonuses, and meal allowances.
Responsibilities
- Manage High-Volume Inquiries: Handle a high volume of incoming calls and emails with a focus on first-contact resolution.
- Mentor Junior Agents: Conduct coaching sessions, provide feedback, and support the development of new hires.
- CRM Management: Accurately log all customer interactions into Salesforce or Zendesk, ensuring data integrity.
- Escalation Handling: Triage and resolve complex issues that require advanced troubleshooting and approval.
- Quality Assurance: Adhere to strict call scripts and quality metrics to maintain a high CSAT score.
- Process Improvement: Identify bottlenecks in customer service flows and propose actionable solutions to management.
Qualifications
- Language Proficiency: Native or Fluent English speaker with excellent grammar and pronunciation.
- Experience: Minimum of 2 years of experience in a BPO or Customer Support environment.
- Technical Skills: Proficient in MS Office Suite and experience with CRM software (Salesforce, Zendesk, or similar).
- Communication: Strong verbal and written communication skills with a professional tone.
- Adaptability: Ability to work flexible shifts, including night shifts and weekends if required.
- Problem Solving: Critical thinking skills to resolve technical and non-technical customer issues efficiently.