Job Description
Join our award-winning BPO team at Apex Global Solutions and become the voice of excellence for Fortune 500 clients! We're seeking a dedicated Senior Customer Support Specialist to deliver world-class service while advancing your career in our dynamic Manila headquarters. Enjoy competitive compensation, comprehensive benefits, and a vibrant work culture that celebrates innovation and growth.
As a key member of our operations team, you'll handle complex customer inquiries, drive resolution excellence, and mentor junior agents – all while gaining exposure to cutting-edge CRM technologies. Our commitment to employee development ensures you'll receive continuous training and career progression opportunities within our expanding network.
Responsibilities
- Manage high-volume inbound/outbound calls with 95%+ resolution rate
- Resolve complex technical and billing inquiries across multiple industries
- Mentor 3-5 junior agents through peer coaching and knowledge sharing
- Utilize Salesforce and Zendesk platforms to document cases and track metrics
- Identify process improvement opportunities and contribute to SOP updates
- Collaborate with QA team to maintain 98% compliance with service standards
- Participate in monthly performance reviews and action planning sessions
Qualifications
- 3+ years of call center/BPO experience with technical support focus
- Proficiency in CRM platforms (Salesforce, Zendesk) and ticketing systems
- Exceptional communication skills with neutral accent fluency
- Ability to multitask across digital channels (voice, chat, email)
- Proven track record of meeting/exceeding KPIs (CSAT, FCR, AHT)
- College degree or relevant certification in customer service management
- Strong problem-solving skills with analytical mindset
- Willingness to work flexible shifts including weekends