Job Description
Join Southeast Asia's fastest-growing BPO pioneer! At Apex Global Solutions, we're revolutionizing customer experience through cutting-edge technology and world-class training. Our Makati-based team delivers Fortune 500 support while fostering career growth opportunities. Enjoy competitive benefits, performance bonuses, and a vibrant, inclusive culture where your voice matters.
Responsibilities
- Deliver premium multi-channel support (voice, chat, email) to international clients
- Mentor 5-8 junior agents on quality assurance and escalation protocols
- Analyze performance metrics to optimize team KPIs (CSAT, FCR, AHT)
- Implement innovative CX strategies using Zendesk and Salesforce platforms
- Collaborate with product teams to enhance service offerings
- Lead continuous improvement initiatives for complex customer journeys
Qualifications
- 3+ years in BPO/CX with 1+ years in team leadership
- Advanced proficiency in English and Tagalog
- Expertise in CRM tools (Salesforce, Zendesk) and analytics dashboards
- Certification in Six Sigma Yellow Belt or equivalent preferred
- Proven track record in reducing AHT by 15%+ while maintaining CSAT >90%
- Bachelor's degree in Business, Communications, or related field
- Experience handling VIP clients and high-complexity escalations