Job Description
Are you a dynamic communicator passionate about delivering world-class service? Apex Global Solutions is seeking a high-performing Customer Experience Specialist to join our elite team in Taguig. In this role, you will be the voice of global brands, solving complex customer inquiries and driving satisfaction through tailored solutions.
We offer a modern workspace in Bonifacio Global City, competitive compensation, and accelerated career pathing. If you thrive in a fast-paced environment and love helping people, this is your next career destination.
Responsibilities
- Deliver exceptional inbound and outbound customer support via voice, chat, and email channels.
- Identify, diagnose, and resolve customer issues regarding billing, account setups, and technical troubleshooting.
- Document all customer interactions accurately in our enterprise CRM system (Salesforce).
- Meet and exceed individual key performance indicators (KPIs) including CSAT, FCR, and Average Handle Time (AHT).
- Identify opportunities to advocate for the customer and recommend process improvements to management.
- Participate in regular coaching, training, and development sessions to continuously sharpen skills.
Qualifications
- Minimum of 1 year of proven experience in a fast-paced BPO or contact center environment.
- Outstanding verbal and written English communication skills with a neutral accent.
- Strong computer literacy and familiarity with CRM platforms like Zendesk or Salesforce.
- Demonstrated ability to multi-task, prioritize, and manage time effectively under pressure.
- Flexibility to work in a 24/7 rotating shift environment, including night shifts, weekends, and holidays.
- Completed at least 2 years in college or possess an equivalent high school diploma.