Job Description
Join Apex Global Solutions, an award-winning BPO pioneer revolutionizing customer engagement across Asia-Pacific. We're seeking dynamic Customer Experience Specialists to deliver world-class support through voice, chat, and email channels. Enjoy comprehensive benefits including health insurance, performance bonuses, career advancement tracks, and a vibrant hybrid work culture in our state-of-the-art Makati facility.
Our team thrives on innovation – you'll work with cutting-edge AI-powered CRM systems while developing expertise in verticals like e-commerce, fintech, and healthcare. We invest in your growth through continuous training programs and leadership development workshops.
Responsibilities
- Resolve complex customer inquiries across multiple communication channels with empathy and efficiency
- Utilize Salesforce and Zendesk platforms to document interactions and maintain accurate case records
- Collaborate with technical teams to troubleshoot escalated issues and implement solutions
- Meet/exceed monthly KPIs including CSAT scores, AHT, and first-contact resolution rates
- Contribute to process improvement initiatives through feedback analysis
- Maintain product knowledge across assigned client portfolios
- Participate in quality assurance reviews and coaching sessions
Qualifications
- Minimum 1 year experience in inbound/outbound BPO or customer service environment
- Proficiency in written and spoken English with neutral accent
- Strong problem-solving abilities with data-driven decision-making mindset
- Ability to multitask across digital communication tools (Zoom, Slack, Teams)
- Flexible availability including evening/weekend shifts based on client requirements
- Basic CRM experience preferred (Salesforce, HubSpot, or similar)
- Certification in conflict resolution or customer service management is advantageous
- Must pass background check and pre-employment assessments