Job Description
Join Apex Global Solutions as a Customer Experience Specialist and become the voice of our international clients. We're a premier BPO partner dedicated to delivering exceptional service in the digital age. Enjoy competitive compensation, comprehensive benefits, and a dynamic career path in our state-of-the-art Quezon City facility.
As a key member of our customer success team, you'll handle inbound/outbound communications across multiple channels, resolve complex inquiries with empathy, and contribute to our 95% customer satisfaction benchmark. We invest in your growth through continuous training, performance bonuses, and advancement opportunities to team lead positions within 12 months.
Responsibilities
- Deliver multilingual customer support via voice, chat, and email for Fortune 500 clients
- Resolve billing, technical, and account-related inquiries with first-contact resolution
- Document interactions accurately in CRM systems while maintaining quality metrics
- Collaborate with technical teams to resolve escalated issues within SLAs
- Participate in quality assurance reviews and coaching sessions
- Contribute to process improvement initiatives to enhance customer journeys
Qualifications
- 1+ years of call center/BPO experience with proven performance metrics
- Fluency in English and Tagalog; additional languages (Spanish/Mandarin) preferred
- Type 40+ WPM with strong computer navigation skills
- Exceptional problem-solving abilities and emotional intelligence
- Flexible availability to cover rotating shifts (including weekends)
- Relevant certification in customer service or business process management