Job Description
Are you a dedicated problem solver looking to make a real impact?
Apex Global Solutions is a premier Business Process Outsourcing (BPO) leader, connecting global brands with exceptional talent. We are currently seeking a Senior Customer Support Representative to join our dynamic team in Manila. In this role, you will be the voice of our brand, ensuring our clients' needs are met with precision, empathy, and professionalism.
Whether you are an experienced BPO veteran or a rising star ready to lead, we offer a culture of growth, competitive compensation, and the chance to work with top-tier international clients.
Responsibilities
- Manage Inquiries: Handle high-volume inbound and outbound calls, emails, and live chat tickets with a focus on first-call resolution.
- Customer Advocacy: Listen to customer concerns, empathize with their issues, and provide effective solutions to enhance satisfaction and loyalty.
- CRM Management: Accurately document all interactions and customer data in our Salesforce CRM system to maintain up-to-date records.
- Problem Solving: Diagnose complex issues and escalate them to the appropriate technical or management teams when necessary.
- Quality Assurance: Adhere to strict quality standards and compliance regulations (e.g., data privacy, call scripts).
- Team Collaboration: Participate in daily huddles and training sessions to share best practices and stay updated on product knowledge.
Qualifications
- Education: Bachelor's Degree in any field; high school graduates with exceptional communication skills are also welcome.
- Experience: Minimum of 2 years of experience in a BPO or Customer Support environment.
- Communication: Native-level proficiency in English (written and verbal) with a professional, polished telephone manner.
- Skills: Proficient in MS Office (Excel, Outlook) and experience with CRM software (Salesforce, Zendesk) is a plus.
- Soft Skills: Strong conflict resolution skills, patience, and the ability to remain calm under pressure.
- Availability: Ability to work in a rotating schedule, including weekends and holidays.